Sr. Manager, Business Processing

Summary

The Business Processing department ensures that APCO's contracts meet all eligibility requirements. A close partnership with both our agents in the field and dealership personnel drives success. Will lead and develop a team of 3-4 direct reports and 15-25 indirect reports.

The Senior Manager will lead the business processing department for the company. This individual will directly manage teams focused on contract processing, contract cancellations, general office and customer support which processes over one million contracts annually across a North American footprint. On a leadership level, the Senior Manager will execute the operational objectives for business processing in a manner that supports the overall strategic direction of APCO Holdings.

Essential Duties and Responsibilities

• Champion a continuous improvement mindset and propose, design, and/or implement innovative solutions to increase the efficiency and compliance of the implementation department.
• Oversee all areas of business processing (contract processing, contract cancellation, and general office) to ensure service level agreements are met.
• Drive for superior dealer, lender, customer experiences and continuous improvement through the development and implementation of initiatives involving human capital, processes, and technology.
• Design, develop, and lead a process improvement focused on enhancing the throughput and efficiency of the department.
• Ensure compliance with all state and federal and guidelines.
• Proactively collaborate with leadership from appropriate internal departments to ensure efficiency of the processes for all areas of business processing.
• Lead, inspire and motivate the team to execute, track progress, monitor results and continuously improve to achieve goals.
• Set goals for performance and deadlines that comply with APCO's Core Values.
• Conduct monthly 1:1s with Supervisors to provide guidance, coaching and direction through a continuous process of active engagement.
• Conduct yearly performance evaluations of all team Supervisors.
• Approve PTO ensuring department responsibilities maintained and approve timecards.
• Remain current on state/territory regulations and issues as well as industry activities and trends.
• Identify emerging issues and trends that may have substantial impact on APCO's profitability and business results.
• Embrace and support all our core values.
• Build, develop, and lead team of direct reports.

Education and Experience

• High School Diploma or GED Required.
• Bachelor's degree in business administration, computer science, or a related field preferred.
• A minimum of 7 years' experience working in business operations.
• Minimum of 3 years' experience in management or leadership capacity.

Skills

• Proven experience in building and leading operations and F&I process groups to deliver solid dealer, lender, and customer service results.
• Experience with automation that enhances process efficiency.

• Demonstrated ability to successfully hire, retain, develop, and coach staff via a culture of real- time performance feedback.

• Adept at building both technical and leadership skills.
• Successful leadership experience with a focused approach to dealer, lender, and customer satisfaction. Dedicated to understanding and meeting stakeholder needs, both inside and outside the company.
• Strong decision-making and critical thinking skills, to include unfavorable situations.
• Innovative thinking with ability to mobilize ideas into action.
• Proven ability to lead and adjust approaches based on KPIs.
• Demonstrated ability to identify, develop, and implement process improvements.
• Excellent managerial and leadership skills with the capacity to motivate, influence, and develop a large team.
• Persuasive communication and interpersonal skills.
• Proven ability to effectively influence at all levels of the organization.

• Demonstrated ability to manage in ambiguity and demonstrate grit and perseverance in unfavorable conditions.

Physical Demands

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for lengthy periods of the day. The employee must be able to sit for lengthy periods of time.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state, or local law.