Team & Operational Management

• Lead, coach, and develop Agent Associates and Senior Agents
  Monitor team performance against SLAs, recovery targets, quality standards, and productivity metrics
  Manage workload distribution and ensure timely progression of lease-end accounts
  Provide escalation support for high-value, high-risk, or reputationally sensitive cases
  Approve settlements outside standard authority limits where applicable

Lease Closure & Financial Oversight

• Oversee negotiation strategies and ensure consistent application of settlement policies
• Monitor dispute trends related to damage assessments and excess mileage charges
• Ensure payment arrangement structures align with risk and recovery objectives
• Identify process improvement opportunities to enhance efficiency and customer outcomes

Compliance, Risk & Governance

• Ensure full adherence to regulatory requirements, contractual obligations, and audit standards
• Manage quality assurance frameworks and remediation plans
• Act as key escalation point for compliance risks or operational errors
• Support client reporting, governance meetings, and performance reviews

Performance & Reporting

• Deliver team-level KPIs including SLA adherence, recovery rates, quality scores, and customer experience measures
• Provide regular operational reporting and performance insights to senior management and client stakeholders
• Drive continuous improvement initiatives within the lease close-out function

Process & Continuous Improvement

Identify inefficiencies or gaps in the lease close-out process and propose solutions

Champion continuous improvement initiatives to enhance accuracy, timeliness, and customer outcomes

Ensure consistent application of processes and standards across the team

Promote best practice sharing and knowledge management within the team

People & Team Leadership

Recruit, develop, and retain high-performing team members

Conduct performance reviews, 1:1 coaching, and development planning

Foster a culture of accountability, collaboration, and customer-focused outcomes

Support succession planning and workforce development for long-term team capability