.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:Reporting to the Customer Service Manager, the **LAO Service Center Customer Service Specialist** is responsible for managing a business unit (BPO vendor) that performs Customer Service for the Spanish speaking countries from Latin America (currently Mexico, Colombia and Chile). This position will oversee and supervise the external Vendor with more than 80 people handling the operation, ensuring operational targets are met.This position is responsible for monitoring daily operation, results and detect opportunities, support the implementation of process changes, monitor productivity, efficiency, and quality according to GMF's expectations- Solve issues raised by the customers and ensure they are addressed adequately. Effectively communicate strategy, processes and procedure between the countries and the vendor management team. Ensure a Customer Experience and Customer Centric Culture on all interactions towards the customer.**Location: Pachuca, Hidalgo, LAO SC Vendor Site.***What you need:- Education required: Bachelor's Degree.- English & Spanish Fluency is a must.- 2+ years of experience working in Customer Service or other operational departments.- Experience in Contact Center services or BPO management.- Influencing, leadership & negotiating kills.- Use of efficiency, operational and productivity metrics to manage tasks and accomplish results.- 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 relationship management and interpersonal skills.- Ability to effectively manage multiple and conflicting priorities with mínimal direct oversight and ability to lead with ambiguity.- Strong oral and written communication skills.- Strong computer skills, including Microsoft Office tools.What you will be doing:- Ensuring the vendor complies with operational, compliance and administrative standards according to the contract between the parties for Customer Service activities.- Responsible for supervising the performance and services of a vendor structure of approximately 80 employees supported through our servicing vendor.- Relation with Mexico, Colombia and Chile's management team surrounding Customer Service area, activities, and procedures.- Responsible for KPI and metric achievement related to Customer Service (e.G., Service Level, Abandon Rate, productivity, etc