COMMERCIAL ACCOUNT SERVICES MANAGER

Job Description

Commercial Account Services Manager

About The Job:

The Commercial Account Services Manager is responsible for the oversight, direction, and strategy of the Commercial Account Services department. This individual must be solutions-oriented and effective at leading and developing a high-performing customer-focused team.

What You'll Do:

• Lead and develop a team of about 20 Associates, including two Supervisors, and a four offshore business partners.
• Develop and execute strategy to provide prompt and effective customer care for TICF accounts.
• Foster a collaborative team environment where Associates are engaged, energized, respected, open to new ideas, and take ownership to resolve issues.
• Provide support and resolve escalated issues.
• Audit the accuracy and timeliness of department objectives and operations.
• Actively recruit and retain strong talent with ability and aptitude to learn, grow, and develop.
• Support the development of Associates and Supervisors by providing effective feedback, coaching, and mentorship to enhance their skills and career progression.
• Partner with other TICF teams to share knowledge, provide support, enhance processes, and foster a culture of collaboration across the organization.
• Support the design and implementation of new processes, products, programs, projects.
• Manage the vendor relationship including contract review, vendor performance, compliance to policy, and ensure service levels are met.
• Develop and maintain the department budget.

Qualifications You'll Need:

Must Have:

• Minimum of 7-10 years demonstrated success in leading a department
• Prior customer-facing experience
• Proven analytical, organizational, and problem-solving skills
• Demonstrated enthusiasm and support for continuous improvement (kaizen)
• Highly detail-oriented
• Effective servant leader and role model, consistently exhibiting TICF Core Values

Great to Have:

• Bachelor's degree in related field
• Prior experience in commercial lending
• Prior experience with Freshdesk, Ring Central, and Odessa a plus

Our Core Performance Competencies

• Customer First: Demonstrate a consistent passion to exceed internal and external customer expectations. Focus on creating an exceptional customer experience.
• One TICF: Foster a One TICF mindset. Operate with a broad view of the organization, understanding how your role impacts others within the organization. Collaborate and effectively communicate within teams, cross functionally, presenting a One TICF experience for dealers and customers. Support the company Hoshin and Vision.
• Mindset of Continuous Improvement: Challenge self and others to continuously look for ways to improve TICF business processes and deliver value to the customer. Identify problems, remove inefficiencies, innovate, and challenge the status quo. Apply a Kaizen (continuous improvement) mindset in day-to-day tasks and projects - big or small.
• Demonstrate Inclusive Behaviors: Foster an inclusive environment where everyone can thrive and feels welcomed, valued, respected, and heard. Be curious, listen to, understand, and capitalize on diverse perspectives. Show gratitude and consistently demonstrate respect for people.
• Learn, Grow, Develop: Continuous improvement of yourself and others. Ask for and give constructive feedback. Invest in your growth and development by taking on challenging assignments and applying learned concepts.

Toyota Industries Commercial Finance is an equal opportunity employer.