Handles communications with our American and European based suppliers.Does research on new products in the US and European markets.Addresses technical questions and concerns regarding the automobile.Responsible for every aspect of the delivery and shipping of goods.

- Lead, motivate, and support a large team (160) within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service- Track staffing requirements, hiring new employees as needed Actively pursue strategic and operational objectives. - Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.- Understand regulatory landscape and compliance requirements; with emphasis on applicable KYC/AML/BSP requirements that include customer identification procedure, due diligence best practice, sanction screening requirements, and anti-money laundering protocols- Proactive management of all AML/KYC/BSP and escalation activities to meet qualitative and timeliness requirements

Directs and manages day to day call centre operationsHandles issues, concerns, and complaints in an objective and timely manner.Understands, communicates, and shares Company vision throughout organisation and provides cross functional perspectives, direction and support.Analysis of call centre metrics to achieve service levels and efficient operations.Coach supervisors and agents through identifying key behaviours to impact results positively utilising the clients customer service philosophy.

Achieve the turnaround standards of AMSEnsure proper guidelines were follower during the claims phasesReview claims to determine if cost were reasonableCheck applications for completeness and accuracyAchieve repair cycle time targetManage claim from inception to resolutionHandle and process no less than 30 claims per dayImprove customer handling by providing timely feedback to all dealers on all repairs exceeding RNF limitProvide reports on claims accomplishments and highlights, issues, volume, fluctuations and priorities on a weekly basis

- Manages a team of Quality Analysts from different campaigns (Inbound and Sales Verification).- Responsible for ensuring that all teams meet their respective weekly efficiency targets while maintaining zero variance in their quality evaluations.- Track Individual and team performance, oversee Internal and Client Calibrations, Coordinate with Operations and generate necessary reports.- Oversee training of new QA’s and ensure certification and successful integration.- Analyze available data to drive improvement surrounding the identified campaign drivers.- Conduct RCA and construct decision trees geared towards seeking better processes and improving existing methods.

-Lead quality staff ensuring they are proficient in their job skills and provide constant follow up, feedback and coaching.-Develop, deliver and maintain statistically sound Quality reports that indicate performance rating, trend analyses, opportunities for performance improvement and data support for action planning and resolutions.-Manages agent/project reports of trends and observations to ensure client & customer satisfaction.-Partners with Operations Management to provide performance feedback (individual, client, and organization) and develop solutions that ensure standards are exceeded.-Ensures all project and deliverables are on schedule, within budget and complies with client’s guidelines.-Responsible for the development of Quality Assurance and personnel. Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction and overall process efficiency improvement.-Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.-Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives providing quality ratings, identifying training needs, developing training program; conducting training.-Providing feedback to agents by monitoring calls; monitoring feedback.

-Assist with mortgage servicing aspects of compliance as it relates to Record Services, as well as compliance research of applicable state and federal laws.-Responsible for the logistics, collection and coordination in preparation for on-site visits of state examiners, external Auditors, internal auditors, regulators and investors.-Work closely with the Compliance Director on related projects, including coordinating compliance project activities across multiple business units.-Manage the project portfolio and priorities to drive alignment with all business units and other key stakeholders.-Provide leadership for compliance related projects-Support project planning activities such as: Stakeholder Identification and matrixed HumanResource Management, Risk & Issues Management, Communication Management, etc.-Create and maintain a project portfolio tracking tool for all projects.-Coordinate meetings, as needed and facilitate the project portfolio review meeting-Implement and track required implementation of regulatory Guidance and agency requirements within Record Services impacted processes.

-Monitor/Audit each assigned associate in accordance with client specific portfolios as well as CBE’s standards.-Ensure associates are compliant to FDCPA, TCPA, FTC as well as state specific regulations.-Provide recommendation and feedback to operations for associate’s performance improvement.-Conduct monthly Compliance and Quality refresher based on associate’s performance.

-Monitor/Audit each assigned associate in accordance with C3 and client requirements.-Provide personal and proactive feedback to associates both one on one and group settings.-Track progress of individual associates; recommend performance action plans for associates who are not meeting establish standards.-Provide training as needed to both new hires and experienced associates.-Attend and contribute to both internal and client monitoring sessions.-Carry out reward and recognition programs as outlined by C3 and the client-Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s).-Track trends and make recommendations for refresher and/or up-training to the trainers.

-Evaluate CSR performance based on the set quality standards and provide effective coachingfeedback.-Provide weekly reports on team performance, highlighting areas of opportunities and possible stepstoward improvement.-Address all customer concerns regarding payment and account specific information.

-Handles sales verifications across all programs or clients of ICT Marketing Services Inc.-Provides feedback to the Training department for possible areas of improvement.-Generate daily, weekly and monthly reports for all operational campaigns.

-Evaluate agents through side by side and blind monitors against client specifications and metrics as well as the internal quality standards set by the company.-Prepares qualitative and quantitative trend analysis on call quality metric attributes.-Coach and provide feedback to develop and motivate the agents.-Responsible for identifying individual developmental training needs for agents.-Do calibration together with the team supervisors regarding new policies, guidelines and metrics.