Back Office, Acquisitions

Overview: The **Latin America Operations Service Center (LAO SC) Site, Back Office & Acquisitions Manager** is the 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 back office & acquisitions strategies, processes and results performed for Mexico, Colombia and Chile from the specific facility or out of any other Vendor facility. These roles responsibilities include implementing, managing and measuring back office & acquisitions 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. **Location**: San Nicolas de los Garza, NL **Responsibilities**: - 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 manage the performance and services of a Vendor structure of approximately 70 employees supported through our global servicing vendor. - Relation with Latin American branches (Mexico, Colombia and Chile) management teams surrounding back office & acquisitions areas, activities and procedures. - Responsible for KPI and metric achievement related to back office & acquisitions (e.g., Service Level, Abandon Rate, productivity, RPC, etc.) thru the definition of short and long term strategies in accordance with GM Financial objectives. - Responsible of defining and aligning capacity planning for each back office and acquisitions activities for each country. - Develop, support and ensure compliance with Business Plan definitions for Back office and acquisitions, 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. - Identify opportunities in current or new processes that make the business more efficient. - Ensure adherence to regulations, policies and internal controls surrounding the back office and acquisitions activities. Qualifications: - Education required: Bachelor’s Degree, not limited to, Business Administration, Marketing, Economics or Engineering. - Master Degree is a plus. - 5+ years of **experience in Contact Center campaings** focused in: Customer Service,Back Office, Acquisitions and/or Collections procecesses. - Call Center Collections KPI´s knowledge and ability to manage and drive results (Service levels, Abandon Rates, Productivity, Ocupancy, etc.). - Previous experience managing a team. - 5+ years of working experience in Banking / Financial Services company is a plus. - COPC knowledge and/or certifications (or other Call Center certifications) are a plus. - Fluent in Spanish and English. - Influencing, leadership & negotiating kills. - Drive for results, attention to details and advanced ability to detect opportunities, question processes and propose enhancements to increase efficiency and improve customer experience" - Advanced decision quality. - Ability to lead with ambiguity. - MS Office - advanced (MS Excel, MS Power Point, MS Word, MS Outlook). LI-MA1 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, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.