Manager, Process Fulfillment, Titles

Customer Service Mesa, Arizona


Description


Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Fulfillment

Accountable for the completion of transactional account processes, including: Repair Claims, Total Loss Claims; Title Release requests and ensures accurate posting of all transactions to customer accounts. Liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Manager, Process Fulfillment will develop and lead a team of associates responsible for the creation and management of Process Fulfillment activities. The Manager, Process Fulfillment will ensure all actions related to the department's responsibilities are delivered within the highest standards, identify and solution items at risk, support the business by facilitating partnership across the various business lines, and ensure that the decision making process is thoughtful and effective.

Essential Functions:

  • Controls workflow management of day to day activities.
  • Maintains all tracking necessary to efficiently and effectively manage the productivity of all resources.
  • Assigns tasks to the team and ensures they are completed in a timely manner and proper evidence is retained.
  • Develops a team that will ensure all associates in the department operate in a manner consistent with company values.
  • Responsible for development and management of all direct reports in line with corporate objectives.
  • Ensures associate have clear understanding of task and deliverables.
  • Conducts regular audits of associate activities.
  • Maintains a comprehensive working knowledge of all tools that are available to each associate, continually coaching and training associates
  • Facilitates meetings with business partners and support groups to build awareness of identified and potential issues impacting Operations.
  • Corresponds with management across the various business lines to provide and / or obtain information as needed.
  • Partners with Enterprise Policy Administration to ensure business policies, processes, standards, procedures, etc. are current and maintained within the appropriate system.
  • Analyzes processes and develops workflow adjustments to improve best practices.
  • Escalates issues or roadblocks, with solutions that may hinder target deliverable dates.
  • Manages all departmental practices and procedures; ensures team alignment as all times.


Other Functions:

  • Other duties as assigned.


Supervisory Responsibilities:

Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.

Requirements:

  • Education -
    • Bachelor's Degree: Business, Accounting, Finance or equivalent degree.
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 5-9 years Originations and Servicing within Financial Industry experience.
  • Skills & Abilities -
    • Practical knowledge of Process Fulfillment best practices, identification, resolution and implementation.
    • Demonstrated leadership skills with the ability to motivate team members.
    • Ability to build relationships and trust with team members and customers.
    • Ability to develop goals and consistently seek learning opportunities in order improve.
    • Ability to convey a sense or urgency and drive.
    • Ability to make effective decision making on complex matters.
    • Ability to multi-task and meet strict deadlines.
    • Ability to lead, influence and direct peers, subordinates and management.
    • Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
    • Ability to analyze risk and design efficient control practices to minimize risk.
    • Ability to adjust to new developments/changing circumstances.
    • Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
    • Excellent interpersonal, supervisory, and customer service skills required.
    • Excellent written and verbal communication skills
    • Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.
    • Superior analytical, problem solving and critical thinking skills.


Competencies:

  • Change Orientation - Support for Change:
    • Proficient - Applying and Executing
      • Understands rationale for change and adjusts schedules and tasks to make things work
      • Anticipates and plans for changes in work schedules and assignments


      •  
  • Collaboration - Relationship Management:
    • Proficient - Applying and Executing
      • Knows who to reach out to inside and outside of one’s team to get work done
      • Takes action to enhance working relationships needed to achieve seamless work flow


      •  
  • Execution - Excellence:
    • Proficient - Applying and Executing
      • Organizes and prioritizes workload and tasks for oneself and team members
      • Actively plans ahead for routine and cyclical work


      •  
  • Influence - Two-way communication:
    • Proficient - Applying and Executing
      • Communicates in a timely and straightforward manner
      • Probes for additional information, clarifies assumptions and confirms agreed-upon actions
      • Keeps everyone involved informed about progress and issues


      •  
  • Problem Solving - Solution Definition:
    • Proficient - Applying and Executing
      • Sees through complexity and detail to get to the critical issues at hand
      • Takes into account the wider context within which problems exist


      •  
  • Risk Management - Continuous Process Improvement:
    • Proficient - Applying and Executing
      • Proactively works to streamline processes and identify and eliminate redundancies
      • Contributes to the implementation of new methods, policies, processes, procedures, or techniques
      • Independently performs monitoring and testing of processes


      •  
  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Proficient - Applying and Executing
      • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results
      • Knows the relationship and impact of actions and results
      • Has an understanding of regulations impacting area supported


      •  
  • Customer Focus - Issue Ownership:
    • Proficient - Applying and Executing
      • Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately
      • Makes extra effort to satisfy customers needs and meet commitments


      •  


Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.


Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.