Retailer Department Manager

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

Role

This role will be a multifaceted and senior position within HFE, developing and motivating a large department so that its associates can deliver an exceptional service to our customers and retailers.

A positive and influential personality is required, with an attention to detail and a desire to maintain a well-respected department, built on a vision that seeks to expand peoples’ dreams and potential.

An appreciation for consistency, regulation and best practice will also be essential as the department is responsible for credit assessment, complaint handling, anti-fraud processes and customer/dealer joy. All of which have legal, regulatory, and reputational implications.

You will need to create an environment where associates are empowered and take ownership for their actions and are recognised for the value they add. That will need to be achieved through strong leadership and the ability to identify problems and opportunities within current working practices whilst ensuring that the business is resource efficient.

Main Responsibilities

• Maintaining and building upon strong retailer relationships as well as those with our HME (Honda Motor Europe), HME-UK (Honda Motor Europe-UK) and HFE (Honda Finance Europe) colleagues, to be the “Lender of Choice”.
• Promote an environment where your team acts with integrity, leading by example, promoting best practice and ensuring the team’s conduct exceeds the expectations of our retailers, customers and our regulator.
• Motivation and management of the team to deliver retailer service excellence ensuring retailer relationships are maintained through the department functions.
• Deliver service to retailers in line with Consumer Duty rules and always ensure the right outcomes for customers through encouraging the right retailer behaviour.
• Deliver regular reporting through first line Quality Assurance (QA) to manage deliverables and service KPIs and identify where improvements and support are required.
• Management of the credit assessment and activation work queues to ensure completion in a timely manner, regardless of the channel that the application was received through to ensure that SLAs are met.
• Manage, develop, and assess the team through the appraisal process. Set SMART individual goals and objectives.
• Organisation of resource to cover all work shift patterns required within the department to maintain a high level of both retailer service.
• Support the Customer Department Manager as required with resources and expertise.
• Manage and implement procedures and policies as required.
• Manage departmental reports and use them to provide a basis for recommendations to HFE senior management when changes in policy and direction are required.
• Deliver reporting into the Business Operations Committee for the department’s performance and first line monitoring.
• Implement departmental process improvements and efficiencies using TQM (Total Quality Management) principals.
• Build the department’s annual plan, setting clear objectives to achieve the company’s overall objectives and strategy
• Review, identify and balance all elements that effect HFE risk whilst maintaining a commercial viewpoint.
• Work to help deliver customer retention through initiatives that will enable HFE to better understand the needs of our dealers and customers.