Team Manager, Video Exception Processing (12 Month Contract)

Title: Team Manager, Video Exception Processing (12 Month Contract)

Position Summary:

As an enthusiastic hands-on Team Manager, Video Exception Processing (VEP), your primary focus will be lead, coach and supervise our VEP Operators within the VEP department. This position will report directly to the Manager, Customer Operations.

Primary Responsibilities:

• Ensure Video Exception Processing standards, SLA’s and Productions objectives are met through coaching, mentoring and day-to-day development and recognition of assigned team members.

• Conduct regular team meetings to review personal strengths and weaknesses and assist team members with their career path options.

• Overseeing employee performance management including investigations, discipline and recruitment and staff development.

• Manage  attendance, and timesheets, departmental goals and objectives, team performance and liaise with Human Resources.

• Responsible for the knowledge transfer of new and existing policy & procedures.

• Facilitate training and or departmental cross training, share best practices and general communications to team.

• Monitor and review VEP transactions to ensure accuracy and productivity of plates processed

• Attend regular leadership meetings, professional training and seminars.

• Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed.

• Collaborate with intraday to assign work tasks to staff based on queue size.

• Compilation and analysis of various reports.

• Identify, investigate and report on possible data entry and system anomalies to Management.

• Ensure business decisions comply with the negotiated collective agreement.

• Maintain a positive working environment for staff.

• Identify training requirements, process improvements and make recommendations for development to customer operations management.

Qualifications:

• Completion of post-secondary education or equivalent.

• At least 3-5 years supervisory experience in a union environment is an asset.

• Must have a minimum of 2 years previous experience in a data entry or customer service environment.

• Must be flexible to work a full time 37.5 hour/week shift in office within the operating hours of Sunday– Saturday 7:00 a.m. to 10:00 p.m. (including weekends and statutory holidays). These hours are subject to change based on business needs.

• Proficient with MS 360, Verint, SFDC and SAP.

• Ability to interact with colleagues in a team oriented environment.

• Strong service orientation skills required.

• Strong ability to coach, motivate and recognize staff on their achievements.

• Demonstrates leadership qualities such as solid organizational/time management skills, sound judgments and decision-making skills, solid business, system and product knowledge.

• Demonstrate ability to listen, identify, evaluate and take initiative consistently.

• Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks anticipate delays communicate results

We are actively seeking to fill this role as it is a current vacancy.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 

407 International Inc. is the sole shareholder of 407 ETR and is owned by: 

• Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);

• Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and

• Public Sector Pension Investment Board (PSP Investments) (7.51%)

Learn more at 407etr.com

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.