Wheels, Inc. Looking for Onboarding Quality Specialist at Headquarters, BC Full Time

Job Description:

JOB OVERVIEW:

The Onboarding Quality Specialist is a process, project management, and continuous improvement focused position in Integration Services supporting the account transitions function. The Onboarding Quality Specialist proactively leads and manages multiple client on-boarding/off-boarding projects related to new/departing accounts, service set-ups, or CPR’s (Custom Process Requests). The position is responsible to manage all aspects of the onboarding/offboarding to include: creating and managing the project plan, facilitating calls, monitoring/maintaining action plans, collecting client requirements, building client profiles, loading vehicles, confirming accurate service setups with operations, and all other tasks to successfully onboard/offboard clients on our services. In addition, this position will recommend processes, solutions, and productivity improvements while monitoring on-boarding metrics. This position will serve in various supporting roles to include data and process analysis, subject matter expert, process design support, and team participant. This role will work across the organization to help identify, analyze, design, test, implement, and monitor improvement efforts.

KEY RESPONSIBILITIES: includes the following. Other duties may be assigned.

Project Management:

• Develops and maintains detailed project timeline and transition requirements deliverables
• Establishes a project plan for each phase of project
• Create, maintain, and version control all onboarding documents
• Prepares the close out document after the close of a transition

Business Analysis:

• Support account transitions function to formulate processes, people, and system solutions.
• Understand/apply modern business principles to common objectives to achieve practical and cost-effective solutions.

Client Setup:

• Facilitate client calls
• Collect client requirements
• Load, audit client vehicle inventory
• Complete client briefcase and Lotus notes profile
• Setup/confirm, audit of all clients in our systems
• Validate contract terms, pricing, billing setup, and services

CPR’s (Custom Process Request) Ownership

• Solution and facilitation of meetings and follow up
• Process identification and design
• Partner with IT on research to identify time and costs for CPRs
• Presentation to the Executive Committee for a go forward decision.

Quality Leadership:

• Work with internal and external customers to identify improvement and business simplification opportunities.
• Lead process improvement teams in the pursuit of department objectives.
• Manage assigned work and provide status and deliverables on time and within budget.

Process Improvement and Design:

• Develop recommendations for improvement based on process analysis and investigation.
• Develop and maintain process maps for process improvement efforts.
• Identify opportunities to improve process design and execution where possible.
• Partner with functional departments in their efforts to streamline internal processes.
• Develop and administer training on new processes as required.
• Assist in the development of standard operating procedures.

Metrics Management:

• Develop, maintain, and monitor operational performance and diagnostic metrics.
• Support the standardized reporting of departmental and organizational measurements.
• Monitor and analyze metrics to identify trends or opportunities where cost savings/cost avoidance and/or quality improvements can be realized.

Coaching and Development:

• Provides coaching and support to Sales, Account Teams and operating staff to ensure we are successful in achieving department goals and timeframes established for set-up process.

SKILLS/COMPETENCIES:

• Advanced knowledge of Wheels products,
• Client quality and customer satisfaction focus,
• Advanced influencing skills enabling support across the organization through knowledge and expertise, commitment to success of coworkers and company, integrity, enthusiasm, and demonstrate willingness to get involved and make a difference.
• Strong multi-tasking skills in order to keep a variety of complex and diverse initiatives and resources on track.
• Strategic perspective and analytical thinking ability to diagnose complicated problems and develop workable solutions.
• Advanced communication skills to build support for a successful transition, explain complicated issues, negotiate difficult solutions, listen for insights, and promote Wheels’ service and capabilities to prospects and clients.
• Team player and team-focused along with the ability to work independently. Self-motivated.
• Strong analytical ability.

EDUCATION and /or EXPERIENCE:

• 5-7 years of related work experience with a minimum 2 years of handling projects with demonstrable expertise at multitasking and establishing priorities in a complex environment.
• College degree preferred, or equivalent experience required.
• Computer skills required include (must possess skills or obtain skills within one year):

Word – Advanced
Excel – Intermediate
PowerPoint – Advanced
MS Project – Intermediate
Visio – Advanced

• Advanced knowledge of Wheels systems including: MAP, Fuel, Collision, Remarketing, Ordering, FleetView/DriverView, Title/Registration, and VAMBSO
• The Onboarding Quality Specialist should already possess or be able to obtain “Green Belt” certification within one year.

PHYSICAL DEMANDS:

• Occasional travel to client offices is required as part of this position; ability to travel and move frequently throughout the building is critical to the incumbent’s success.

WORK ENVIRONMENT:

• Capable of working in a fast-paced environment with exacting deadlines on multiple initiatives.

Job Type: Full-time