Job description

About Us

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.

Job Description

Responsible for the general operations and overall performance of multiple business units located in multiple geographically diverse facilities.

Responsibilities

Ability to establish and manage to operational performance goals

Responsible for any IAA facility within scope of responsibility; including identification and coordination of maintenance and ensuring that facilities are safe environments for employees

Will have face to face contact with customers both at IAA locations and at customer locations; interactions may include customer training, operational performance reviews, issue resolution

Develop and implement business processes and workflows to accommodate customer requirements

Manage and oversee, the implementation and maintenance of business systems including but not limited to contact center software, workflow management systems, business intelligence systems, and customer relationship management systems

Responsible for monitoring the performance of work groups and implementing appropriate changes to ensure that targets are achieved; changes include recommending staffing levels, coaching existing staff, determining revised business processes, and identifying then specifying business system modifications

Measure and track organizational performance in introducing, implementing and maintaining new programs, services or products

Attend meetings of both customers and IAA management to promote IAA’s programs and provide guidance on effective utilization of these programs

Responsible for implementation and oversight of IAA safety program in the work center; including coordination of required safety meetings, training, and ensuring compliance with IAA safety protocols

Leadership over a team of 100 or more employees comprised of customer service representatives, supervisors and assistant managers as needed to maintain an appropriate span of control

Commitment to providing exceptional service to customers and support to staff members. Hiring, training, motivating, developing and coaching employees; assessing employee performance and providing real time feedback and training/development opportunities

Qualifications

Excellent communication skills, both written and oral, are required. Must be able to communicate with all departments and call center management team

Strong organization and time management skills

Working knowledge and understanding auto auction operations

General understanding of vehicle title processing including the processing of clear, salvage and repossession titles

Proficiency with Microsoft productivity tools (Excel, Word, PowerPoint, and Access, Visio)

Desire to participate in training and consulting team members in the deployment and usage of new processes and applications

Strong understanding of business management, financial, and leadership principles

Excellent time management and prioritization skills

Required profile