Why GMF?
GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.
About the roleThe Consumer Servicing Manager will report to the Consumer Servicing Director and will be responsible for leading part of the Customer Service team.
As a Consumer Servicing Manager, you are going to be responsible for strategy and planning for the Customer Service area with focus on developing a high-performance team, identifying opportunities for process innovation, providing good customer experience, ensuring operational excellence across processes with focus on results.
You will manage multiple internal and external suppliers and building a good partnership with all GMF internal areas.
What you needBachelor's degree (or equivalent) in Business Administration, Economics, Engineering or similar requiredNative Portuguese and Intermediate EnglishOperational experience with vendor management knowledgeOver 2 years' experience in leadership positionKnowledge of Financing and Consorcio productsKnowledge of Office package (Excel, Power Point).Good negotiation and communication skills to handle trouble situations and support the customers at the same time.Analytic and decisive decision maker with the ability to prioritize and communicate to staff key objectives and tactics necessary to achieve organizational goals.Excellent presentation skills: ability to conduct working sessions with internal and external clients including leadership.Ability to work under pressure while keeping a high decision quality.Be proactive and lead change.Leadership skill to understands the strengths and development needs of the employees, encouraging a coaching culture in the team.Ability to analyze data and solve problemsStrong sense of urgencyWhat you will be doingResponsible for managing the Customer Service-back-office activities ensuring performance indicators are achieved.Ensure all Customer Service-Back-office activities and processes are performed according to corporate and local policies.Ensure adequate strategies and actions are in place to improve operational activities and support profitable business growth.Continuous drive to exceed KPI's. Create reports and dashboards for senior leadership.Responsible for the management and performance of outsourced activities, including monitoring of SLAs and capacity plan analysis ensuring deliverables on time and with quality.Build and maintain close relationships with all internal departments in order to provide the best customer experience.Active participation in local and global projects involving the Customer Service area when required.Support on Customer Service business plan and budget management.Identifying opportunities for process improvement, generating revenue and/or reducing expenses.Managing exceptions requested by internal and external customers.Responsible for planning the organizational structure of the area, defining individual objectives for the team and leading them to meet the established goals. Identify top talent, provide coaching ensure development plans and retention strategies for the high-performance employees are in place.What we offerAt GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.
Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
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DisclaimerBrazil - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status or disability.
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