Manager, Repossession Operations

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!

About this job

At CarMax Auto Finance (CAF) we put the needs of our customers first, by delivering an iconic finance experience. As the Manager of Repossession Operations, you will lead a diverse team of associates who live the values of respect, integrity, and transparency that has made CarMax a Fortune "100 Best Companies to Work For" consistently since 2005. This role plays a key part in supporting our teams by managing repossession vendor process reviews, identifying process gaps, assisting in establishing improvement plans, monitoring progress, and ensuring execution and problem solving to improve the repossession vendor processes. This role serves as a consultant to the Managers in the CAF Specialty Collections organization.

What you will do

• Build an effective team - source, interview, select, and extend employment offers to ensure staffing to meet business needs. Oversee staffing and scheduling to ensure the team meets department objectives.
• Effectively manage a team of non-exempt associates - Manage, coach, train, develop, and motivate a team to achieve expected departmental results and ensure adherence to company policies and procedures. Be accessible in the department to answer associate questions, drive associate engagement, and ensure reward and recognition programs are executed for associates.
• Conduct service provider touchpoints and performance reviews and track performance trend analysis - oversee monthly performance calls tracking minutes and action items, collaborate with business areas, maintain meeting minutes, and action items, oversee execution of quality reviews, provide feedback, and execute market share changes as needed. Be able to report on service provider performance trends. Review monthly service provider complaints and a serve as a liaison between internal business partners and repossession service providers.
• Inadvertent Repossession review and response - review all occurrences and summarize issues for report out, ensure feedback in provided to service providers and internal business partners, complete trend analysis and make recommendations for improvement.
• Track and measure vendor results and CAF compliance. Assist with repossession vendor site visits and assist with service provider audit remediation as needed.
• Issue resolution & executive response - investigate, resolve, and respond to escalated customer or account issues in addition to general escalated inquiries.

Purpose of the role

The CAF Repossession Operations Manager is a key contributor in ensuring that all Repossession vendors are adhering to their Service Provider Agreements through their day-to-day operations. This role will guide the team in identifying vendor and service provider issues and complete thorough reviews in which the team will report out any exceptions found, make recommendations for improvement, and support our operations teams to ensure all action plans are carried out. This manager will have the ability and experience to interpret and analyze data, reports, processes, trends, and situations to recommend and implement solutions. Strong independent decision making, and sound judgement skills are needed for success in this role.

Qualifications and Requirements

• High School Diploma or equivalent, Bachelor's degree preferred and 2-3 years of team leadership experience in a fast-paced environment. For internal candidates, successful completion of the company Management Development Program is required
• Basic to moderate computer knowledge and keyboard skills and a basic understanding of MS Word and Excel. Basic knowledge of Power point preferred

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.