Collections Manager & Site Manager – LAO SC

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

The Latin America Operations Service Center (LAO SC) Site Manager & Collections Manager is GM Financial’s on-site representative before the outsourced call center Vendor, assuring that in that specific facility the Vendor is complying with all contractual clauses, procedures and standards. This position is also responsible for the whole collection strategies, processes and results performed for Mexico, Colombia and Chile from the specific facility or out of any other Vendor facility.

The collections management responsibilities include implementing, managing and measuring Collection strategies, defining capacity planning, managing expenditure, productivity, efficiency and quality, as well as agent scorecards definitions, measurement and improvement. The Manager has within its key activities the relationship with GMF´s branches in Latin America, as well as defining short and long-term operational strategies for GMF.

What you need

• Education required: Bachelor’s Degree, not limited to, Business Administration, Marketing, Economics or Engineering.
• Master Degree is a plus.
• COPC knowledge and/or certifications (or other Call Center certifications) are a plus.
• Fluent in Spanish and English.
• 5 years of working experience in Banking / Financial Services company.
• 5 years of experience in Collection / Contact Center leadership roles.
• Influencing, leadership & negotiating skills.
• Drive for results and attention to details.
• Proficient decision quality.
• Ability to lead with ambiguity.
• Call Center Collections KPI´s knowledge and ability to manage and drive results (Delinquency levels, Roll Rates, Strategy definition, etc.).
• MS Office - advanced (MS Excel, MS Power Point, MS Word, MS Outlook).

What you will be doing

• Ensuring the vendor complies with operational and administrative standards according to the contract between the parties in the specific site where the position is located.
• Responsible for managing the performance and services of a Vendor structure of approximately 100 employees supported through our global servicing vendor.
• Relation with Latin American branches (Mexico, Colombia and Chile) management teams surrounding Collection areas, activities and procedures.
• Responsible for KPI and metric achievement related to Collections (e.g., Delinquency levels, Roll Rates among buckets, Strategy penetration, Service Level and Abandon Rate for inbound activities, etc.) through the definition of short and long-term strategies in accordance with GM Financial objectives.
• Responsible for defining and aligning capacity planning for each collection’s strategy and each country.
• Develop, support and ensure compliance with Business Plan definitions for Collections, ensuring managing expenditures according to plan.
• Developing a positive work environment with the LAO SC team, branch stakeholders and servicing vendor.
• Work with the Operational Excellence team to implement and support the implementation of new projects/initiatives.
• Develop collection strategies and activities to accurately identify, manage and improve Delinquency levels and Roll Rates.
• Ensure adherence to regulations, policies and internal controls surrounding the Collection activities.

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.