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hace 3 semanas
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.
Reporting to the Back Office, Acquisitions and Site Manager, the **LAO Service Center Back Office Specialist**is responsible for managing a business unit that perform 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
- 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 inquired 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.
- 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 mínimal 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.
