Overview:The **Customer Experience Operations Sr. Representative** will support Mexico's Operation analyzing information collected by the Close the Loop team, will have deep comprehension from detractor customer's comments and leverage information of Voice of Customer reports. The main objective is to provide relevant information to different local stakeholders to improve Customer Experience.This role also includes analyzing the correlation between operational metrics and Customer Experience metrics.The Customer Experience Operations Sr. Representative is also an ambassador of the Think Customer Culture in GM Financial.**Location: Monterrey, N.L.****Responsibilities**:- Work with Customer Service, Collections, and other areas of Mexico branch in order to identify Customer's needs and integrate them in process improvements based on data and CX metrics results.- Maximize Customer Experience by proposing improvements in GMF's operational processes.- Monitoring the results of the improvements proposed until their implementation, including the change request proposals and testing phases.- Acquire experience and knowledge of processes and activities related to customer's requirements and their impact in Customer Experience.- Accurately communicate the details of customers concerns and complaints to all levels of the organization.Qualifications:- Bachelor's degree or equivalent in Business Administration, Finance, Economics, Accounting, Banking or Engineering.- Fluent in Spanish and English.- Experience working with databases (Excel proficciency, and intermediate Power BI, Tableau or other data management tools).- +2 years of experience working in Customer Service or administrative areas.- Exceptional customer-oriented collaborator.- Profficient analytical skills to propose enhancements based on data and statistics.- Intermediate understanding between operational metrics and financial results.- Advanced interpersonal skills.- Proficcient oral and written communication skills.- Advaced knowledge of Microsoft Office tools.- Teamwork and collaboration.LI-MONDisclaimer: 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.
