Toyota (GB) plc

Compliance

• - Conducting thematic compliance audits and monitoring activities by reporting, compiling proposed actions and tracking in accordance with the compliance annual plan.
• - Assisting with supplier due diligence by assessing and evaluating supplier responses and associated risks
• - Compiling and preparing FCA reporting requirements and applications for approval / submission
• - Compiling training monitoring reporting
• - Reviewing financial promotions (marketing and advertising)
• - Developing compliance reporting and controls/mitigations
• - Assisting with development of annual regulatory board report
• - Supporting maintenance of the ISO 9001 Quality Management Standard
• - Assisting with ESG policy and compliance monitoring

Compliance Specialist

Manager

• Formulate and drive the broker-specific strategic roadmap, aligning with 3 and 5-year business plans.
• Act as the strategic representative for the KINTO Broker program in weekly and monthly Pricing Committees.
• Manage relationships with allocated Brokers to achieve KINTO penetration objectives.
• Establish and monitor reporting to track broker performance against MTBP targets.
• Maintain a high degree of separation and ‘ethical walls’ between Toyota/Lexus franchise offers and multi-brand sales channels.
• Ensure the product offering is precisely calibrated to market needs by coordinating with KINTO UK, TGB and TFS teams.
• Ensure all brokers operate compliantly and meet all agreed programme criteria and regulated principles.
• Working with ‘Oversight’ ensure all mandatory training has been completed and any recovery plans are tightly adhered to.
• Propose and develop broker training programmes in synchronisation with the Toyota Academy.
• Derive market feedback from the field to influence pricing, promotion, and residual value plans.
• Make KINTO Lease the most admired P.C.H (Personal Contract Hire) and B.C.H (Business Contract Hire) product for customers and broker partners to work with.
• Programme Contributions: provide strategic input and offer market intelligence, specifically identifying how the broker channel can accelerate its overall objectives.
• Innovation Leadership: take a forward-looking approach and anticipate the competitive landscape to ensure KINTO UK remains at the forefront of innovation and product evolution within the intermediary market.
• Innovate Broker Collaboration: proactively seek and develop new ways of working with brokers to identify unique deal structures or joint opportunities. This includes creating collaborative frameworks that allow KINTO and broker partners to co-create solutions for large-scale fleet requirements or niche market segments.
• Broker Channel Target Achievement: responsibility for KINTO Mid-Term Business Plan (MTBP) targets.
• With respect to TGB Localisation & Service Levels: collaborating with the Localisation team to enhance service levels for broker-introduced drivers.
• Joint Opportunity Development: identifying new ways of working with brokers to seek out joint deals and bespoke fleet solutions, acting as a "challenger of status quo" to unlock new volume.
• Performance Modelling & Stock Control: managing broker-specific campaigns focused on performance modelling and strategic stock control to maximise commercial opportunities.
• Broker Network Oversight & Compliance: ensuring "Good Customer Outcomes" by partnering with internal KINTO compliance and broker compliance teams to maintain rigorous FCA oversight.
• Broker In-Life Support: leading in-life functions for broker partners, ensuring high service standards and effective handling of regulated complaints.
• Commercial Delivery & ROA: participating in the Pricing Committee to ensure accuracy and agility, holding ultimate accountability for sales targets and Return on Assets (ROA).
• Reporting and Insights: providing comprehensive reporting and management insights to the leadership team to support data-driven decision-making for the UK broker market.

Broker Manager

Customer Support

• As the first point of contact for our customers, you will assist with their queries and questions via both telephone and email, with live chat and WhatsApp being planned for the near future. You will also receive the required training to enable you to confidently handle customer queries and produce, analyse reports.
• Above all, the aim is to offer world class service with every customer interaction.
• Working with multiple customers across the entire driver journey
• Handling queries into the helpdesk via phone, email and live chat and WhatsApp in the future
• Aim to resolve queries first time
• Build sustainable and trusted relationships through open and interactive communication
• Handle complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
• Become an advocate of our products and services
• Review customer reporting, identifying and correcting errors or exceptions
• Update and maintain customer information within our CRM system
• Complete administration tasks, such as logging and posting fuel cards
• Identification and implementation of business and process improvements
• Go the extra mile to engage customers and fleet contacts

Customer Service, Driver Support Advisor

Business Intelligence Analyst

• Analysis of trends in customer, product and fleet profitability to assist management in key business decisions and process improvements, in particular to prevent and detect commercial risks and opportunities.
• Financial analysis and reporting, including the translation of results into meaningful output utilising tools such as Power BI to give the ‘so what’ answers to the business.
• Creation and maintenance of product profitability monitoring systems and processes.
• Support the pricing team in delivering a KINTO One pricing service. This involves ongoing analysis and drawing actionable conclusions to optimise revenue streams and ensure competitive pricing strategies align with the company’s objectives.
• Monthly reporting tasks including fleet reconciliation and contractual fee calculations.
• Assist in the accurate and timely production of client / consolidated forecasts, budgets and 5-year strategic plans, liaising with Strategic Account Managers, departmental heads and other areas of the business as necessary.
• Develop and maintain financial models with accuracy and timeliness to help in commercial business decisions and opportunities. These include the provisioning models for Asset Risk and Expected Credit Loss.
• Take ownership of projects, profit modelling and any other ad-hoc financial analysis and presentations as and when requested by the Manager or the Senior Management Team.
• Identify and drive process improvements, including the creation of standard and ad-hoc reports and development of automated reporting tools.

Financial Reporting Analyst

Business Analyst

Business Analyst – Financial Reporting

Operations

• Covering Key Areas in our busy Operations Department
• Learning a variety of tasks across the various teams in the department
• Working in an agile, flexible manner as needed.
• Processing fines in our admin team
• Taking maintenance bookings over the phone
• Arranging collections of vehicles at end of contract
• Proactive chasing of vehicles off the road for mechanical repair
• Taking incident reports over the phone

Operations Associate

Analyst

• Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool, while delivering excellent and clear communications of incidents, service requests and service updates to our customers within agreed timescales.
• Delivery of first-class customer service; ensuring the customer is satisfied with the resolution of the call prior to closure. Keep detailed, accurate and consistent records for the teams’ calls to ensure they are updated regularly, and that the customer is kept informed.
• Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions and to resume normal service as soon as possible, following the approved incident management process.
• Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively.
• Escalate Major Incidents or complaints as appropriate.
• Identify and report recurring incidents to BTS Service Desk Management team to prevent problems.
• Attend bi-weekly problem management meeting where required to represent the Service Desk.
• Attend Weekly CAB where required to present and represent Service Desk changes whilst feeding back any other changes that may impact services pertinent to Service Desk operation and ensuring key stakeholder approval and communications are maintained.
• Utilise project management methodology and agile practices, where appropriate, to enhance communication and assist in planning for any development or change to service offerings within the BTS department.
• Take active role in any assigned Project work as required and act as a Service Desk representative.
• Provide a welcoming, friendly, customer focussed and professional attitude to all users and adapting to different situations dependent upon audience.
• Create and maintain a positive employee culture of good communications, customer care and continual improvement.
• Support and assist other team members (both immediate and wider Department) where required.
• Work a weekly rotated shift pattern covering the following support hours 07:00-18:00 Monday-Friday. You will also work a Saturday shift approximately 1 in every 4 weeks covering the hours 09:00-17:00; provide cover during Bank Holidays throughout the year and be on call 1 in every 4 Sundays from the hours of 06:00-18:00. Some travel and additional out of hours work may also be required to meet project deadlines at peak times of year.
• To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided.
• Own all enquiries and ensure that the customer is kept up to date and informed of progress.
• Create and maintain all documentation (Customer facing and internal technical documentation) ensuring it is completed to a professional quality, checked for accuracy of grammar and spelling and reviewed prior to distribution.
• Ensure that all IT equipment the Service Desk manage is asset tagged and maintained accurately and consistently.
• Comply with all regulatory requirements, such as Sarbanes Oxley requirements for systems access control.
• Comply with audit requirements, both internal and external.
• Undertake monthly, quarterly, bi-annually, annually tasks to comply with SOX requirements.
• Maintain a clean and tidy environment (both at your own desk as well as the stock/build room) and ensure adherence to the Clear Desk Policy.
• Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report. Liaise with 3rd level teams where appropriate. This applies to client and mobile devices.
• Attend weekly meetings, where assigned to represent the Service Desk and take away assigned duties.
• Work with other areas of our business in developing our productivity tool offerings ensuring best practice is undertaken and guidelines are adhered too.

Service Desk Analyst – 1st & 2nd Line

Brand Manager

• Developing customer-focused financial marketing programmes that bring the Mazda Financial Services brand to life across new and used vehicles.
• Take the lead working with all stakeholders to produce quarterly joint tactical marketing programmes for new and used Mazda vehicles across all sales channels.
• Manage end to end development including production of subsidy sign off, product sheet set up, finance examples for advertising, proofing finance led marketing adverts and communications.
• Monitor industry performance and trends, making recommendations for product/programme developments and enhancements.
• Work closely with the Mazda Financial Services Field Team to ensure their understanding of the programmes and gain feedback on programme effectiveness.
• Provide regular reporting of campaign effectiveness during and post campaign.
• Prepare detailed and accurate sign off documents for commitments of TFS tactical funds.
• Oversee all campaign related marketing material production, ensuring brand and regulatory compliance.
• Review and sign off on all communications relating to new or used car campaigns.
• Negotiate with Mazda UK loyalty targeted loyalty campaign marketing communications content.
• Own the finance loyalty campaign planning and development, including monitoring of in-campaign performance.
• Evaluate campaign efficiency and effectiveness making recommendations for improvements.
• Support the Field based Sales Team as required with loyalty campaign briefings and performance updates.
• Act as Business Specialist in specific projects.
• Suggest improvements to the department’s processes and procedures (where appropriate), encouraging a work culture of continuous improvement.
• Successful leadership of key projects.
• Development of innovative marketing and loyalty programmes.
• Deputise for the Senior Manager Operations.
• Support the development of new digital sales channels.