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.) thru the definition of short and medium term operational strategies in accordance with GM Financial objectives.
- Manage implementation of changes in procedures in conjunction with the vendor, according to the country needs and process improvements.
- Developing a positive work environment with the LAO SC team, country stakeholders and servicing vendor.
- Identify opportunities in current or new processes that make the business more efficient and improve Customer Experience.
What we offer:
At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming **wellness** and **integration activities**, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your **community**, while providing you with a competitive **salary and benefits**.
Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.
LI-MON
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.