Back Office Specialist- LAO Service Center

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 role

Reporting to the Back Office, Acquisitions and Site Manager, the LAO Service Center Back Office Specialist is responsible for managing a business unit that performs Customer Service Back Office activities for the Spanish speaking countries from Latin America (currently Mexico, Colombia and Chile). This position will oversee and support the external vendor with more than 40 people handling the operation.

This position is responsible for collaborating with the team to resolve issues raised by the customers and ensure proper execution of related tasks. Daily operations involve managing outbound calls for various country-specific campaigns, handling customer service tickets, and performing system-based activities, among others. The role requires effective coordination with vendor resources to guarantee a consistent Customer Experience and maintain a Customer-Centric Culture across all interactions.

Location: Pachuca

What you need

• Bachelor’s degree or equivalent in Business, Finance, Accounting or Engineering is required.
• Master’s degree and/or Greenbelt certification is desired.
• English & Spanish Fluency is a must (will be evaluated).
• At least 5+ years’ experience working in a Customer Service department. Desirable: handling various digital channels.
• Desirable: Experience in Contact Center services (Customer Service).
• Proven team leadership.
• Intermediate understanding between operational metrics and financial results.
• Advanced influencing and negotiation skills.
• Advanced relationship management and interpersonal skills.
• Ability to effectively manage multiple and conflicting priorities with minimal direct oversight.
• Ability to effectively assess performance and deliver feedback.
• Excellent project management skills and ability to effectively prioritize tasks.
• Planning and organization. Open creativeness and innovation.
• Positive and straightforward attitude to assume new roles and responsibilities.
• Ability to handle multiple tasks at the same time.
• Ability to work under pressure in a high dynamic environment.
• Strong analytical skills.
• Strong oral and written communication skills.
• Strong computer skills, including Microsoft Office tools.

What you will be doing

• Oversee daily operations to ensure third party vendor execute assigned processes effectively, meeting SLA targets and delivering high quality results.
• Maintain continuous communication with stakeholders from the 3 countries to ensure alignment and address emerging needs.
• Monitor and manage indicators, to ensure the achievement of customer service goals and KPIs.
• Identify and assess final customer needs and opportunities for improvement in processes, departmental performance training and operational efficiency.
• Collaborate with Vendor leaders to identify Quality trends, improvement areas, and implement methodologies that enhance service delivery.
• Standardize and optimize processes across countries, identifying opportunities to improve activities with a focus on quality, cost-efficiency, and performance.
• Handle escalations and address customer inquiries related to services and procedures in a timely and professional manner. Having the customer in the center of the solution.
• Ensure outsourced employees remain engaged, motivated, and properly recognized by the vendor.
• Lead the development and execution of Back Office strategies and activities across three countries, ensuring alignment with Customer Experience (CX) goals.
• Ensure strict adherence to regulatory requirements and internal control frameworks.
• Foster strong associate relationships, to support business growth, employee satisfaction and operational productivity.
• Generate and analyze daily operations reports to identify performance trends and potential risks and recommend mitigation strategies.

What we offer

At 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.

Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.

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Disclaimer

Mexico - 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, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.