Sr Director, Registration Renewals

Job Description:

JOB OVERVIEW

This position will become the enterprise-wide process owner for Registration Renewals, and eventually have other services they will lead . This role includes end to end process ownership including, building tools to monitor and managing the execution within the supply chain, and oversight of AP and Client Billing. This role will partner with upstream leaders in areas like jurisdictional requirements and laws, and Initial Registration to improve overall service delivery. Through multiple direct reports, this leader will provide world class customer service and technical expertise to Wheels clients and create meaningful relationships with high performing vendors that contribute to Wheels corporate goals and objectives. A key responsibility of this leader is to meet and collaborate regularly with client to understand their needs and our gaps to build value added solution. This highly visible leadership position will partner with other senior leadership to create a vision and set strategies that will ensure ongoing growth and opportunity for Wheels and its associates. This role will be at the forefront of driving innovation and industry leading service – process, people and technology for the products they look after.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• This position is responsible for ensuring accurate processing, oversight, and reconciliation for client billing and accounts payables of over 1 million transactions.

• Create and deliver annual business plans, investment business cases, and performance corrective plans to Executive Leadership.

• Budget creation and management for 4 different cost centers.

• Product line profitability oversight for Renewal, Tolling and Violations service offerings.

• Responsibility includes identification and mitigation of risk as well as process and service delivery of support departments such as Driver Services and Client Services.

• Develop and implement the strategic direction for the Renewals, and other services as assigned service delivery . Ensue strategy is aligned with the company’s overall goals and strategic direction.

• Develop and implement organizational strategies to drive needed improvements in Responsiveness, Quality and Efficiency. Continually analyze the end-to-end process seeking opportunities to improve client satisfaction and process efficiencies.

• While not directly responsible for Procurement or Vendor Management, this role will work closely with both departments to develop vendor management service strategies for these areas. This role will participate in supplier business reviews and will partner with suppliers as needed, to drive needed quality and operational improvements.

• Establish and maintain strategic relationships with all jurisdictions (DMV’s), AAMVA, and vendors.

• Support contract negotiations based upon contract renewal dates and business priorities. Maintain continual focus on optimizing Wheels income from vendor partnerships by monitoring shifts in volume, change in market share, client utilization, network coverage and competitive pricing.

• Regularly meets with clients and prospects to review service offering, collaborate to understand client needs, and create potential value added solutions.

• Manage escalated performance issues impacting these functional areas. Partner with Wheels departments to ensure appropriate levels of support and responsiveness for our clients.

• Interact with clients and prospects as a subject matter expert who can articulate the organization’s capabilities and measurable results, as well as the unwavering commitment to excellent service.

• Lead technology and organizational initiatives to ensure alignment with clients’ expectations and improvement of the customer service experience.

• Maintain and foster a highly collaborative culture that exists at Wheels and drive a spirit of accountability, continuous improvement, and high quality. Use technology and best practices methodologies to streamline work processes and improve overall quality and productivity. Drive continuous improvement through above departments.

• Identify specific, measurable performance standards that can be monitored and reported effectively to both internal and external stakeholders as appropriate. Contribute to the financial success of the business through effective budget/financial management. Oversee the preparation of monthly, quarterly, and annual department operating reports.

• Track, measure and analyze performance for all departments and develop metrics/analytics that establish the effectiveness of operations.

• Drive high performance team through effecti