Dealer Care & Support Manager

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

As the Dealer Care and Support Manager you will be accountable for the service provided to the GM Dealer Network for Retail Credit Operations processes. This includes responsibility of managing and leading the team members and supporting their development to achieve individual and team objectives; while also working on planning, improving, and ensuring the execution of the processes within the established SLA's, productivity standards, quality and service. This role will challenge you to provide administrative support for Consumer Credit regarding internal and external audits as well as other projects related with the area.

• Bachelor's degree in Accounting, Administration, Finance, Economics, Engineering or similar is a must.
• Desirable: Knowledge of Six Sigma tools, Green Belt certification is a plus.
• Desirable: Master's in business or finance.
• Fluent in both English & Spanish.
• +5 years of experience in credit, sales, risk, collections, lending services or similar; whereas such experience it is preferred in banking or financial companies.
• Demonstrated experience in leading big teams, directly or indirectly
• Proven experience in workforce management (i.e. access controls, work shifts, team analytics & area assets management).
• Advanced interpersonal skills required to effectively communicate with the team, as well as the company's staff and management. Effective oral and written communication skills.
• High analytical and problem-solving ability, capable of developing area KPI's (both related to quality & efficiency).
• Knowledge of Anti-Money Laundering Regulations.
• Ability to conduct presentations to individuals and groups including the executive leadership team.
• Proficient coaching and leadership skills.
• Ability to conduct negotiations with service areas, vendors, and/or stakeholders.
• Knowledge of Business Process Management (BPM), quality processes and/or project management skills.
• Proficient in Microsoft Office tools (Excel, PowerPoint, Word & Outlook).
• Leadership experience demonstrating ability to lead teams, projects and/or initiatives across the organization and drive results.
• Demonstrated ability to prioritize workload balance, multiple cross-functional duties, and drive deadlines in a consistent manner.
• Experience overseeing, assigning, reviewing and delivering audit requirements.

• Capacity Planning and team management offering service to the GM Dealer network for Retail Credit Operations processes and procedures.
• Ensuring Compliance, Policies and Procedures framework applicable for the operation of the Dealer Care and Support.
• Manage and coordinate the Internal and External Audits within the consumer credit area.
• Management of external vendors.
• Maintain a strong Quality Assurance process (identify proactively any potential issues).
• Coordinate / Manage improvement projects aligned with our Strategic Priorities and Culture.
• Responsible for implementing improvement projects in the operation processes.
• Ensure DSI related plans are completed within the expected timeframes.