Supervisor, Compliance Services - Renewals in Schaumburg, Illinois at Wheels, Inc.

JOB OVERVIEW

Supervise title & registration personnel ensuring client satisfaction through effective and efficient execution of Registration Renewals and related services. Work to develop and coach a team of registration specialists through the management of day-to-day functions and responsibilities within Compliance Services.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Customer Service:
• Maintain a good rapport with internal and external clients.
• Proactively communicate issues impacting external and internal clients
• Promote a culture focused on the overall customer experience.
• Handle customer inquiries, escalations and service recovery situations
• Vendor Management
• Establish and maintain good working relationships with tag agencies and DMV’s.
• Identify cost saving opportunities with tag agents.
• Hold tag agents accountable for results.
• Process Improvement/Quality
• Maintain a culture focused on continuous improvement; encourage employee engagement as it relates to process improvement and Lean methods.
• Help identify opportunities to improve processes.
• Oversite of exception reporting including but not limited to client billing records, file handling and aged requests.
• Monitor and analyze performance metrics to identify trends or opportunities where cost savings/cost avoidance and/or quality improvements can be realized.
• Maintain process maps and standard operating procedures as required.

LEADERSHIP RESPONSIBILITIES
Number of Direct Reports:

• 7-17

Number of Indirect Reports:
Budget/PNL Responsibility:
Leadership Responsibilities Strategy:

• Oversee the daily work activities of employees including registration renewal specialists, reg ex specialists, driver fulfillment and support staff.
• Monitor productivity, prepare monthly reports, maintain attendance records, coordinate employee schedules, and prepare payroll.
• Provide assistance and guidance in prioritizing workload, coordinating team efforts, ensuring quality services, and exceeding commitment to clients.
• Ensure employee accountability for timely & accurate transaction processing.
• Establish and maintain a collaborative service structure including setting expectations, reward and accountability.
• Interview candidates, prepare training schedules, assess training needs and coordinate continuing education opportunities for team members.
• Aid in implementation of new processes including system enhancements to better support daily operations and customer expectations, i.e., Salesforce.
• Coach, develop job skills, establish performance expectations, give feedback and recognition, take corrective actions, and assist management with hiring and written performance appraisals.

COMPETENCIES - SKILLS

• Ability to lead by example and supervise professionally.
• Collaborator, team focused.
• Coach and assist employees.
• Self-motivated, able to work independently.
• Solid written/oral communication, facilitation and presentation skills
• Strong computer skills – proficient with office suite applications Windows, Word, Excel PowerPoint and Access.
• Abilities to multi -task/manage large volume effectively and efficiently.
• Provide excellent customer service (internal and external).
• Must possess organizational, analytical, process improvement, research, and reliability skills.

EDUCATION AND EXPERIENCE

• Bachelor's degree preferred.
• 3-5 years previous supervisor experience in a service industry environment
• 3-5 years customer service experience

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, leaders are expected to model and champion our cultural attributes through their actions:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is in Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: No Travel required for this position.
Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

As one of the largest fleet management companies in North America, Wheels features a portfolio of 900,000+ vehicles under management across the continent, a global alliance in 61 countries, and a client base that consists of some of the best-known businesses in the world. No matter the industry type or business size, we’re proud to work across sales and service fleets, trucks and equipment, and last mile delivery to ensure we power your potential.

The culture at Wheels is the secret to our 80+ years of success. And the reason people choose to join — and stay with — our team.

When you join the team, you'll work with professionals who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, combined with the encouragement to continuously learn and grow. From day one, we invest in your long-term development through annual performance goals and reviews, educational and wellness programs, awards and celebrations, and more.

Ready to experience the Wheels culture for yourself?

• 10 years average employee tenure

• 10 times recognized as one of Chicago's Best and Brightest Companies to Work For

• 50+ health, wellness and engagement benefits

• 2,500+ online learning programs

Diversity: Wheels deeply values the strength of diversity both in the communities we serve and our own employee base. This includes treating everyone as equal, respecting and valuing diversity, providing equal opportunity and fostering a safe space to work.

Community: We are heavily involved in the communities where we operate. We offer opportunities for employees to make a positive impact through mentorship and tutoring elementary school students, participating in blood drives, donating to United Way and other charitable organizations in the greater Chicagoland and Toronto areas.

Sustainability: Wheels is actively committed to becoming a cleaner fleet management company through recycling programs, public transportation support and more.

We Are Dedicated to the Safety and Health of our Employees

Our employees are critical to delivering on our commitment to client success, which is why we offer a variety of programs focused on the health and wellness of our people.

We hire people who have a customer-focused mindset and a strong collaborative nature. Because at Wheels, customer service and teamwork don't just happen in the office. It is during the informal moments when employee trust is strengthened and friendships are made. We value these moments, which is why we host departmental contests, summer gatherings, family events, holiday celebrations and more.

At Wheels, your well-being is our priority. As part of our commitment to your health and well-being, we’re proud to offer access to the Advocate Health Care Wellness Portal—a personalized platform designed to help you take charge of your health journey.

The 2026 Wellness Program is designed to support you in achieving your personal health goals. Best of all, it’s flexible and fits into your busy lifestyle.

This program is designed to support your overall well-being—physically, emotionally, and financially—by providing tools and incentives that encourage healthy living.