The role in a nutshell:
Supporting customers with the highest care and quality, ensuring all vehicles are taxed and all fines handled promptly.
A bit about the Department -
The Fleet Admin team is a vital part of the business, handling tasks such as Business Post, Fines Management, Vehicle Relicensing, Cherished Plate Management, MID updates, and Recall Notification Management. The Manager oversees Operations Associates who support various operational teams, including Fleet Admin, Maintenance, Downtime, Incident Management, and Remarketing Admin. The End of Contracts Damage department, within the admin team, focuses on minimizing costs from vehicle mistreatment, aligned with BVRLA guidelines.
What you'll be doing:
1. Assist the Operations Development Manager in implementing the KINTO UK operations strategy, emphasizing customer experience, new system integration, TPS, supplier relations, and efficiency.
2. Monitor and understand the performance of the fleet admin support team, End of contract damage disputes, and Operations Associates.
3. Drive SLAs and meet client requirements, aligning with Operations strategy and hoshin objectives.
4. Collaborate with Operations Team Managers to deploy Operations Associates effectively.
5. Conduct quality checks on administrative tasks monthly, identify root causes, and coach the team to excel.
6. Use data to understand capacity constraints and support decisions on headcount adjustments.
7. Onboard new clients, ensuring adherence to best practices.
8. Maintain professional relationships across departments, clients, and drivers, clarifying priorities and impacts.
9. Manage departmental complaints, resolving issues professionally and promptly, including effective communication to meet client expectations.
10. Promote TPS culture, ensuring daily management and Kaizen objectives are met, with visualisation and daily management demonstrating current constraints.
11. Create a positive work environment, setting clear goals and behaviours for team leaders and associates.
12. Coordinate with other managers and experts to improve the customer journey.
How you could stretch this role:
1. Innovate by working with suppliers or new systems to automate processes.
2. Deepen knowledge of BVRLA guidelines and consumer duty regulations.
3. Develop the department as a flagship for Kaizen and visualisation.
4. Assist in achieving Hoshin objectives and customer excellence.
Experience you'll gain:
1. Understanding of UK leasing, fleet management, and mobility markets.
2. Management experience with two complex teams.
3. Knowledge of industry standards and BVRLA practices.
4. Cross-entity project involvement across Toyota groups.
How we'll support you:
1. Comprehensive KINTO induction.
2. Support for developing essential skills.
3. Constructive feedback and encouragement.
As a manager:
1. Regular 1:1s for guidance.
2. Clear objectives via performance management.
3. Ongoing coaching.
4. Support as needed.
What you'll get to own:
1. Daily operations of the department.
2. Your personal development.
3. Implementing improvement ideas.
Requirements
Key Experience & Skills:
* Team management experience.
* Automotive, leasing, and fleet management experience.
* Project management skills.
* Team player attitude.
* Experience with challenging SLAs and KPIs.
* Excellent problem-solving skills.
* Proficiency in Excel, Microsoft Office, PowerPoint.
Attributes & Behaviours:
* Customer-centric with a focus on first-time resolution.
* Tenacious and courageous.
* Resilient with an outward mindset.
* Adaptable to change.
* Promotes continuous improvement.
* Persistent in overcoming barriers.
* Anticipates industry trends and customer needs.
* Inspires excellence and quality.
* Leads by example.
Benefits:
* Bonus potential.
* 25 days holiday + 8 bank holidays.
* Flexible pension scheme.
* Hybrid working (2 days from home).
* Car scheme post-probation.
* Private medical cover.
* Life assurance.
* Retail discounts.
* Free onsite parking.
* Onsite nursery with discounts.
* Monthly well-being hour.
* Discounts on Toyota & Lexus cars.
* Well-being events.
* Volunteer days.
* Employee assistance programs.
* Free office fruit.
KinTO UK is an equal opportunities employer. We welcome applications from all backgrounds and are committed to accessible recruitment processes. Please inform us of any adjustments needed during the application process.
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