Manager EVO Car Share Operations
Burnaby, Canada
7d ago

Position Overview BCAA is proud to be named one of the 50 Best Employers in Canada 2018! Located in the Car Share Capital of North America, Evo Car Share is looking for a Manager of Claims and Administration.

This person will bring a passion for car share and mobility to help promote car share with a focus on member experience and convenience.

As part of the Evo leadership team this position will help drive mobility strategy and implement various initiatives.

This person will be responsible for leading and managing both the Claims and Operations Coordinator teams tasked with delivering on financial, productivity, Member experience, risk management and engagement goals.

The incumbent will oversee the daily operations of the Evo Gastown retail location as well as the claims and administrative team at Home Office.

The Claims Team is responsible for handling all Member accidents or unreported damages including Member interaction and fee recoveries.

The Admin team handles a number of critical operational functions including membership fulfillment, parking ticket and tow administration, record keeping, outstanding balance recovery and assisting with the auditing of a third-party fleet services.

This position reports to the Senior Business Operations Manager and oversees and plans the day to day activities of both teams.

Travel will be required between Home Office and the Evo Gastown Retail Location.

Hours : 35 hours Per Week

Status : Regular Full Time

Regular Full Time

Key Responsibilities Include

Operational Excellence - 50%

  • Oversees the day to day operations of the Operations Coordinator Team and Claims Team ensuring timely completion of all tasks, escalates any delays or issues to Senior Manager
  • Oversees the day-to-day operations of the Evo retail location in Vancouver and ensures that team members are sufficiently supported
  • Creates a work schedule rotation in advance for all team members in task and location assignment
  • Ensures that payroll is updated regularly and approved in accordance with payroll schedules
  • Implements change management practices during system upgrades when required
  • Implements feedback from other teams and share feedback from team with other teams
  • Implements methods to streamline or automate workload to improve productivity
  • Monitors the financial recovery of fees charged to Evo that are passed on to customers and explains variances from expectation and provide recommendations on procedural changes to improve financial performance as required
  • Works alongside Manager(s) of Member Experience in improving procedures and processes in place to increase profitability and enhance customer satisfaction
  • Follows up with insurance provider to escalate any concerns as required
  • Oversees the handling of Parking Tickets / Tows / Tolls / Over mileage by investigation of member responsibility, processing notifications and posting of infractions and fees
  • Monitor the fulfillment process and respond to escalated issues related to this function
  • Oversees the collection accounts receivable balances arising due to declined member credit cards, and provide recommendations where necessary to minimize exposure of bad debts
  • Oversees the coordination of incoming and outgoing mail, shipping and receiving including following internal purchase order process, and ensure the completion of other administrative tasks as required
  • Coordinates special projects as assigned by the Senior Operations Manager to support daily operations
  • Works with the Evo Leadership team to identify key strategic initiatives and leads or assists with the implementation
  • As part of the Evo leadership team participates in helping develop Car Share or mobility strategy within the organization
  • People Leadership and Engagement - 30%

  • Leads and develops team members through coaching, career development and succession planning. For example,
  • Builds a talented team through consistent performance management and disciplined coaching
  • Effectively communicates the alignment of corporate, team and individual goals
  • Sets clear expectations and holds team members accountable
  • Consistently recognizing team members
  • Supports personal development plans and succession planning
  • In collaboration with the Evo management team, creates an engaging and positive working environment through recognition, motivation, trust and integrity
  • Member Experience - 20%

  • Manages internal and external partners to execute on the car sharing member experience vision
  • Meets Member experience standards for Member satisfaction, Member conversations, and other key customer service and operations metrics
  • Manages Member escalations
  • Communicates Member experience standards through planning and team member conversations (team meetings, huddles, coaching practices) etc.
  • Identifies big picture trends / issues and recommend solutions to improve the Evo Car Share member experience
  • Education :

  • Completion of post-secondary diploma or degree in business, communications or marketing or equivalent related work experience
  • Experience :

  • Minimum 5 years working in customer service environment with a minimum of 3 years in a supervisory or management level position in a customer service environment
  • Minimum 1-year experience working in vehicle claims adjudication
  • Working knowledge of business management principles and practices
  • Qualitative Skills :

  • Demonstrated performance coaching, leadership and business building skills
  • Demonstrated experience with recruitment, selection and succession planning
  • Proven ability to resolve customer escalations
  • Proven ability to manage employee performance
  • Demonstrated change management experience
  • Demonstrated ability to work in a highly technical environment
  • Proven collaboration, organizational, time management and multi-tasking skills
  • Excellent verbal and written communication skills
  • Proven attention to detail, analytical, problem solving and conflict resolution skills
  • Proficient use of MS Office Suite
  • Background Check : Must successfully pass a background check, which may include a criminal, credit, and credential check.

    Division CBU Job Status Regular Full Time (RFT)

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