Assistant Manager, Dealer Engagement

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About The Role

The role of Dealer Engagement Assistant Manager will be to manage a small team of Dealer Engagement Executives in to engage with the network of supporting V12 Vehicle Finance Dealers to increase finance application conversion to written business. The role will provide leadership, stakeholder management and ensure policy adherence whilst delivering professional interactions with dealers to discuss proposals and offer solutions that may enable the proposal to progress.

This role leads the team to be a supportive conduit between the underwriting and account management team to follow up deals and provide transactional level assistance, delivering a seamless dealer experience, reducing touch points throughout the end-to-end journey and ultimately contribute to more positive customer outcomes.

Key responsibilities

• Conduct 121's with team members and provide people management/leadership and an effective escalation point for concerns or queries from the team.
• Represent the team in internal meetings with stakeholders such as underwriting managers and Heads of Sales for the regional teams.
• Manage the effective onboarding and integration of new team members.
• Survey accepted dealer proposals real-time to follow up with the proposing dealers to confirming the underwriting decision, the terms and figures of the acceptance along with any conditions required to progress the application.
• Gain understanding from the dealer that the acceptance we obtain is the best outcome for the customer and a commitment the application can be progressed (including any other points of clarification) at the point of acceptance
• Identify where proposals can be re-evaluated to optimise conversion to written business (including marginal cases and lending limitations)
• Handle dealer requests for information or help, liaising with account managers to confirm information and support with requests
• Call newly onboarded dealerships to ensure any questions about vehicle finance overall lending criteria, products and services can be answered.
• Provide system training to dealers from time to time to ensure dealers have a full understanding of how to navigate a proposal from submission through to pay out.
• Update appropriate systems with notes and amendments where necessary, recoding information accurately in line with the operational policies
• Build positive relationships with dealerships professionally, personably and demonstrate the company values and behaviours
• Ensuring compliance with all relevant procedures and polices
• Gather and provide dealer feedback to operations, identifying any common friction points that impact customer outcomes
• Customer contact to follow up on requests for documentation, return of e-sign documents
• Review processes periodically and when required, working with internal stakeholders to ensure efficiency and continual improvements.

Knowledge, experience, skills, other attributes

• Team leadership, stakeholder management and process management/continual improvement for a small department.
• Strong outbound telephony skills
• Ability to build effective relationships with internal and external business partners
• Working knowledge of underwriting systems, criteria and policy and a good understanding of the product, procedure and services provided by V12 Vehicle Finance
• Excellent time management skills
• Financial services background preferred with an understanding of the consumer duty requirements, AML/KYC and responsible lending

Key Interfaces will include external motor dealers, Account Managers, Underwriting, Payouts, Dealer Onboarding Team and the customer.