Volkswagen Financial Services, a wholly-owned subsidiary of Volkswagen Group, is the trusted key to mobility for its brand partners. We are committed to supporting the Audi, Ducati, and Volkswagen brands and their Dealers, specializing in providing accessible mobility solutions for its Customers. The company’s offerings include Retail Leasing, Retail Financing, Commercial Financing for new and used vehicles, and End-of-Term vehicle disposition.

Brief Role Description The individual will be responsible for leading the End-of-Lease team in achieving the company’s objectives. The role involves providing ongoing coaching and support to team members to ensure efficiency, accountability, and compliance with standards and policies, while delivering exceptional service to customers and dealers.

Possible Tasks within this Role

• Manage and coordinate day-to-day activities of the lease-end team, ensuring adherence to Contact Center practices and policies and an efficient distribution of departmental tasks.
• Contribute to the continuous improvement of current processes to meet customer and dealer expectations and automate ways of working to increase productivity.
• Ensure the development of team members through coaching and performance reviews to support their professional growth.
• Initiate and coordinate projects with the IT team to ensure compliance and increase platform efficiency.
• Maintain a collaborative relationship among various service providers and our business partners.
• Provide ongoing coaching, guidance and development to promote optimal performance and attainment of assigned goals by each Lease-End Representative
• Lead all department operations, ensure workloads are distributed efficiently, and participate in special projects related to the end-of-lease department with the objective of improving efficiency and service quality
• Complete timely and meaningful appraisal of all staff members as demanded by performance to ensure maximum productivity and continuous improvement.
• Plans work schedules to ensure an adequate coverage for the work volume and time periods in order to meet the targeted level of service.
• Handle escalated calls from Lease-End Representatives, using discretion to satisfy the balance of business objectives, brand loyalty and customer satisfaction.
• Acts as a contact person for technical questions, authorizations, exceptions approval and for the resolution of complex or problematic calls.
• Collaborate with counterparts in other locations to ensure consistency in and execution of processes
• Participate in the performance of other duties and projects as assigned by department management
• Actively participates in recruitment and candidate selection, guides and integrates new employees
• Ensure departmental activities comply with established policies and regulations through monthly reviews.
• Plans work schedules to ensure an adequate coverage for the work volume and time periods in order to meet the targeted level of service.
• Handle escalated calls from Lease-End Representatives, using discretion to satisfy the balance of business objectives, brand loyalty and customer satisfaction.
• Acts as a contact person for technical questions, authorizations, exceptions approval and for the resolution of complex or problematic calls.
• Collaborate with counterparts in other locations to ensure consistency in and execution of processes.
• Participate in the performance of other duties and projects as assigned by department management.
• Actively participates in recruitment and candidate selection, guides and integrates new employees.
• Ensure departmental activities comply with established policies and regulations through monthly reviews.

Qualification requirements Education College diploma required (DEC)

Preferred: University Degree (an asset)

Experience Minimum 5 years of experience in a customer contact and call management role

1 - 3 years supervisory experience in a call center environment required

Proven success with process optimization

Strong written and verbal communication skills (French and English)

Knowledge of automotive leasing laws and practices

People management skills

Understanding of call-center operations

Change agent mindset

Negotiation skills

Problem-solving abilities

Strong understanding of automotive dealership operations

Knowledge of Canadian related regulatory and compliance laws (federal & provincial

Project management experience / certification

Strong business finance understanding, including budgets, business metrics, and business analytics

Proven track record of business performance improvement

Effective change management cadence and discipline

Ability to represent VCI with customers, key stakeholders and board members

Proficient in Microsoft Excel, PowerPoint & Word

Preferred: 1 - 2 years of experience in the financial industry (asset)

Salary range is dependent on factors such as industry-based experience, skills, training, credentials, and other qualifications.

The salary range for this role is $80,000 - $110,500. Actual pay may vary based on experience, education, and internal compensation practices.

This posting represents an existing vacancy that we are actively seeking to fill.

All applications are thoroughly reviewed by our recruitment team, and no artificial intelligence or automated technologies are utilized in the screening process.

We Offer: Full-time employees of Volkswagen Financial Services enjoy these benefits:

Health Insurance Coverage: We provide comprehensive insurance coverage, including health, dental, and vision plans, to ensure our employees and their families are well-protected and have access to quality healthcare services.

We offer a flex health benefit program, including health, dental, and vision plans, to ensure our employees and their families are well-protected and have access to quality healthcare services that fits their needs.

Retirement Plans & Savings: Planning for the future is important, which is why we offer competitive defined contribution retirement plan at no cost to the employee to help our employees save for their long-term financial goals. In addition, we have a generous savings matching program.Compensation: We believe in recognizing individual contributions and sharing company performance. Our Bonus & Merit Program reinforces a reward and a pay-for-performance culture.”

Vehicle Leasing Program: Our Vehicle Leasing Program offers employees the convenience and cost savings of leasing company vehicles at discounted rates. Employees and eligible family members can lease up to four vehicles per year.

Work Environment: Our workplace sets the standard with its state-of-the-art facility, designed to inspire creativity and productivity. We believe in fostering an environment where our employees feel empowered to do their best work, and our flexible hybrid policy reflects our commitment to accommodating diverse work styles and needs.

Floaters Days: We understand the importance of work-life balance, which is why we offer floaters days that can be used at your discretion for personal reasons or to recharge. We've included these days to be inclusive of holidays or celebrations that are that are important to employees. This allows you to commemorate whatever might be important to you.

Company Designated Holidays: In addition to offering floaters days, we also recognize the importance of celebrating the holiday season with our team. That's why we designate specific company holidays during the December holiday period, ensuring our employees can enjoy this festive time. *Schedules may vary depending on the specific needs of certain parts of our business.

Wellness Programs: We care about the holistic well-being of our employees, which is why we offer various wellness programs designed to promote physical, mental, and emotional health. These may include discounted gym memberships, mental health resources, and more.

Tuition Reimbursement: We offer this program as part of our commitment to employee development. This benefit supports continued education by covering approved course expenses, fostering both professional growth and long-term career advancement.

Volkswagen Financial Services is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, family status, gender identity, gender expression, national origin, age, disability or any other characteristic protected by federal, or local laws.

Only shortlisted candidates will be contacted.