Team Lead, Operations

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

About the Role

We're looking for a Team Lead to join our team as Team Lead, Telematics Operations. In this role, you will provide account support, guidance, and mentoring to the Telematics Operations team. The role is responsible for process improvement, best-practice sharing, team metrics, documentation, project support, and service recovery activities that strengthen the Telematics service model and improve client retention. This role provides guidance, support, and mentoring for an assigned team of multiple Specialists and Genpact resources, with no direct reports.

What You'll Do

• Identify and provide mentoring for assigned team of SME.
• Act as the liaison between Operations and Client Success team by checking on quality of SOP completion, collecting feedback and resolving open SOP questions. Monitor the case metrics and total resource utilization statistics.
• Manage and resolve all Service Cloud cases assigned within expected time commitments and with the quality expected from clients.
• Advise leadership on trends and process improvement recommendations that lead to internal projects and initiatives which enhance, and add value to, the Telematics service model.
• Direct workflow process improvements to promote capacity and efficiency within assigned team.
• Identify, share, and help implement best-in-class processes to streamline operational activities.
• Build relationships and work as an effective business partner with FPS, client success team, and telematics leaders/SMEs. Influences business partners, fosters collaboration, and builds commitment to achieve shared goals.
• Support client implementations and pilots, ensuring all Telematics operational tasks are complete on time resulting in superior client experience and favorable NP.
• Contribute to the ongoing creation and improvement of Telematics Operations and SME documentation, processes, and procedures.
• Partner with the Product Manager on the rollout of new Telematics processes within Telematics and assist in operationalization.

Basic Qualifications

• 5-7 years relevant customer service or operations case management support, preferably in a B2B service environment.
• Dedicated to meet the expectations and requirements of customers; advocates for the customer as the top priority and is passionate about customer needs.
• Builds and maintains productive working relationships based on mutual trust at all levels in the organization.
• Obtains and effectively analyzes data, identifies trends/issues, solicits input, looks at all perspectives, reaches logical decisions or recommendations and acts quickly to implement solutions.
• Ensures work is completed accurately and efficiently, with significant attention to detail. Manages multiple tasks simultaneously in a rapidly changing, fast-paced, environment.
• Proficiency in various MS Office software applications, including Word, Excel, PowerPoint.

Preferred Qualifications

• BS or BA in business or related field preferred. Equivalent experience may be considered in lieu of a BS/BA degree.
• Acquires and continues to increases knowledge of the Telematics products, tools and services.
• Leads by example to create an environment of collaboration; encourages cooperation and teamwork and models professional behaviors.
• Acts with confidence and demonstrates ability to persuade/influence without authority.
• Articulate; conveys information in a clear, confident manner. Understands audience needs; reads reactions and adjusts appropriately.
• Demonstrates willingness to embrace change (early adopter) and actively supports change initiatives through words and actions.

Location: 10200 Grand Central Ave, Owings Mills, MD

Compensation

The hiring base salary range for this position is $60,400 - $83,050 annually. This range represents the Company's good-faith estimate of the expected base salary at the time of posting. Salary ranges may vary based on the geographic location where the work is performed. The salary range listed in this posting applies only to the location identified. Actual compensation will be determined based on several factors, including the successful candidate's qualifications, knowledge, skills, experience, internal pay equity, and relevant market data. In addition to base salary, eligible employees may participate in annual incentive programs, including bonuses, commissions, or other incentive compensation, as applicable to the role. Element also offers a comprehensive benefits package, which may include health insurance, tuition reimbursement, and retirement savings plans.

What's in it for You
* A culture of innovation, empowerment, decision-making, and accountability
* Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
* Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, genetic information, sex, gender identity, sexual orientation, age, marital status, family status, ancestry, national origin, citizenship, physical or mental disability, veteran status, military obligations or any other characteristic protected by federal, state and local laws. Disability-related accommodations during the application and interview process are available upon request.Should you require an accommodation with our hiring process please send an email to talentacquisition@elementcorp.com or call (800) 665-9744. Element Fleet Management also uses AI-assisted tools to help screen and assess applications. These tools analyze information you provide (for example, your rsum and screening responses) to identify job-related skills, qualifications, and experience. AI outputs do not by themselves determine whether you advance or receive an offer - they assist recruiters and hiring managers. Final hiring decisions are made by people.

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