Supervisor I

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future.

Job Purpose

AHM's Contact Centers actively support Honda's mission of Lifetime Owner Loyalty by providing best-in-class customer assistance in a variety of modalities (phone, email, text, social media, Artificial Intelligence, etc.).

The Supervisor provides direct guidance and supervision to Mediation/Level 1 Case Managers in order to ensure compliance with company, state and federal guidelines. Additionally, the Supervisor manages all aspects of complex cases involving death, injury, accidents, property damage, vehicle fires and compensation claims, in support of the Contact Center. The Supervisor will manage overall business unit team of 18 to achieve department goals and objectives, develops, manages, and quarterly updates team business plans, establishes and implements staff action plans for performance, skill and competency improvement, and writes and conducts formal annual performance appraisals for all direct reports, monitoring progress and adjusting as necessary. Also, the Supervisor demonstrates knowledge and understanding of TREAD reporting, general liability, and Level 1 claim handling.

The Supervisor also forecasts, strategizes, and develops plans to accomplish team objectives, analyzes reports, and identify team and individual gaps. Supervising Mediation/Level 1 Case Managers to ensure they conduct thorough research and review all pertinent information is required so that Honda's position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability. Finally, the Supervisor always adheres to approved processes and guidelines in order to facilitate various transactions involving state and federal statutes within specified timeframes.

Key Accountabilities

Staff Management, Business Planning and Budget Coordination

• Oversee staff performance of all duties associated with case handling, documentation and management in accordance with company, state and federal guidelines.
• Write and conduct performance appraisals and disciplinary actions.
• Conduct Quality Assurance (QA) for complex case handling for proper resolution.
• Develop and implement detailed, individual business unit plans to ensure support of department goals.
• Establish team objectives and strategies to achieve overall divisional goals.
• Measure results, identify gaps and coordinate revised activities and actions toward continuous improvement in support of department objectives.
• Report results and present status and activities to Executive Management.

Lifetime Owner Loyalty Retention

• Resolve customer concerns and ensure purchase intent.
• Oversee and supervise staff activities in support of mediation outcomes that are in the best interest of customer/company pursuant to respective state guidelines.
• Review and monitor all cases pending buyback decisions.
• Review and identify buyback root causes and prevention.
• Provide ongoing coaching for customer call handling.
• Determine arbitration hearing strategies.
• Monitor daily case activity for improvement opportunities and promote enhancement of information resources and reporting.

Policy Adherence

• Ensure compliance and decision time allocations pursuant to case type.
• Ensure transactions are completed in a timely manner.
• Ensure all working cases are following timelines pursuant to state guidelines.
• Ensure proper case coding and TREAD compliance pursuant to case type.
• Ensure timely notification of emerging trends and issues to HNA Law, Product Regulatory, Vehicle Engineering and Management
• Keep current on emerging issues and regulatory guidelines

Collaboration

• Attend Contact Center meetings and provide Level 1 related updates.
• Attend Product Regulatory Office TREAD meetings.
• Provide timely feedback and training opportunities to Contact Center Management with the result of improved case handling and customer experience.

Vendor Coordination & Buyback Vehicle Disposal

• Research and document all pertinent information prior to arbitration and coach AHM's representatives on position.
• Keep current on vendor process/procedures and regulatory agency guidelines as they relate to assigned areas.
• Ensure disposal is conducted in compliance with prescribed resolution and AHM processes.
• Monitor buyback vehicle market re-entry and auction sales.

Training, Staffing & Professional Development

• Review candidate resumes and manage interview scheduling with Human Resources.
• Produce interview matrix and recommend associate candidates for hire.
• Administer new staff, DPSM and FTS immersion training.
• Provide ongoing coaching in handling arbitration hearings.
• Develop and improve skills and competencies of staff through annual training plans (Honda Learning Center, Instructor Led Courses, online modules, etc.)

Qualifications, Experience, Skills

• Bachelor's degree or relevant work experience preferred
• Minimum of 4 years supervisory and project management experience in a dynamic work environment
• Minimum 1 year in a customer-focused environment, which required initiative, decision making and problem solving, preferably in the automotive industry
• Must have strong leadership, people management and interpersonal skills with ability to work with all levels of staff.
• Must have exceptional communication, presentation, problem solving and decision making skills, along with exceptional planning and organizing abilities.
• Automotive technology/systems knowledge (product, warranty, field and dealer operations).
• Knowledge of consumer rights, state statutes and lemon laws, with an understanding of product liability and third party arbitrations.
• Proficiency in MS Office, Salesforce (CRRS), Skype, iN and CICS

Workstyle

• Onsite

Benefits and Total Rewards

What differentiates Honda and makes us an employer of choice?
Total rewards:

• Competitive base salary
  • Pay will be based on several variables that includes but not limited to geographic location, work experience, education, etc.
• Annual Bonus
• Overtime
• Industry-leading Benefit Plans (Medical, Dental, Vision)
• Paid time off, including vacation, paid holidays, sick time, and personal days
• 401K Plan with company match + additional contribution
• Relocation Eligible
• Lifestyle Bonus

Career Growth:

• Advancement opportunities
• Career mobility
• Education reimbursement for continued learning
• Training and Development programs

Additional Offerings:

• Wellbeing program
• Community service and engagement programs
• Product programs
• Free drinks onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.