The Latin America Operations Service Center’s Back Office & Acquisitions Manager is responsible for the execution of all collections and customer service’s Back-Office and Consumer Credit (Acquisitions) processes outsourced with a Vendor (in their facilities) and performed for Mexico, Colombia and Chile. Two (2) supervisors report to the position.
Although the Vendor’s operations are in Pachuca (Hidalgo) and Mexico City, this position is in Monterrey, with periodical visits/trips to the Vendor’s facility.
The position requires this professional to have a strong business relationship and team work with the leaders of Mexico, Colombia and Chile to be able to execute and coordinate the business strategy of each Country to perfection.
Among the responsibilities are migration from the Countries and implementation of new processes, daily monitoring of volumes and performance, identify opportunities to increase efficiency (cost and productivity), propose and discuss changes to the processes, participate in the monthly capacity planning exercise, track the cost of processes and transactions and assure the quality of the service delivered by the Vendor.
- Ensuring the vendor complies with operational and administrative standards according to the service contract.
- Responsible for managing the performance and services of an outsourced structure of approximately 90 people supported by the Vendor.
- Relation with Mexico, Colombia and Chile business units’ Back-Office and Consumer Credit leadership teams.
- Responsible for objectives and metrics achievement.
- Responsible of defining and aligning capacity planning for each back office and consumer credit processes for each country.
- Develop, support and ensure compliance with Business Plan budget, without lose the primary focus on the quality of the services to be delivered.
- Developing a positive work environment within the LAO SC team, branch stakeholders and vendor’s employees.
- Work with the Operational Excellence team to implement and support the implementation of new projects/initiatives and to improve processes.
- Identify opportunities in current or new processes that make the business more efficient.
- Ensure adherence to regulations, policies and internal controls.
- Bachelor’s degree, preferentially in Business Administration, Marketing, Economics or Engineering. Master’s degree is a plus.
- 3+ years of experience in Customer Service or Consumer Credit activities.
- Fluent in Spanish and English.
- Understanding capacity planning, operational metrics business planning/budget.
- Strong sense of urgency and high level of expectation related to productivity and quality of the services delivered to the Countries.
- Previous experience leading a team a team.
- Working experience in Banking / Financial Services company is a plus.
GM Financial is an Equal Opportunity Employer. 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.