Why GMF?:GM Financial International Operations conducts business in Latin America, Europe 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 Senior Director of Operations, the LAO Service Center (SC) Senior Manager is responsible for leading a group of approximately 12 employees responsible for managing all the Collections, Consumer Servicing, Acquisitions and Back-Office activities assigned to a Vendor, performed at one or more sites by more than 300 outsourced people, supporting Mexico, Colombia and Chile business units.The whole servicing operations involve more than 150 different processes from Mexico, Colombia and Chile and has a strategic importance for the organization in Latin America.**Important**: This role requires availability for national travels to support vendor management at least 30% of the month.What you need:- Bachelor degree in Business Administration, Economy, Law or related area- Master Degree is a plus.- Fluent in Spanish and English (Portuguese is a plus) - will be evaluated during interviews.- 5+ years of experience in leading teams.- 5+ years of experience in contact center and/or servicing structures, including vendor management.- Solid experience (7+ years) in Collections and Customer Service areas, at their various segments and levels, in the banking/finance industry.- Strong Influencing, Leadership & Negotiating Skills;- Customer oriented;- High energy, driven to succeed and deliver results; positive "can do" approach;- Data driven: Analytical skills to assess performance of the operations and ability to minimize risk;- Strong Decision Quality:- First class communication skills at all levels;- Pursues assignments with creativity, energy, drive and a need to finish;- Practices attentive and active listening;- Ability to quickly find common ground and solve problems for the good of all. Effectively copes with ambiguity and change;- Adheres to corporate values and practices;- Ability to deal effectively with senior management;- Able to effectively prioritize and manage several items and deliverables with overlapping deadlines;- A drive for seeking efficiencies and automation;- Ability to effectively assess performance and deliver feedback.- Ability to work in organizations with matrix structures- Availability for national travel 30%-50%What you will be doing:- Manage and motivate the GM Financial employees assigned to the operation;- Responsible for an outsourced structure of +300 employees supported through one of GM Financial's collections and servicing vendor;- Relationship with leaders of the countries supported by LAO Service Center (Mexico, Colombia and Chile). Promote strong associate relationships, towards the growth of the business and productivity;- Relationship with leaders of other areas of the organization that can be affected by the LAO SC operation: Legal, Finance, Compliance, Countries, IT, Consumer Risk, Fraud Risk, Process Excellence, etc.;- Provide frequent reporting to the Countries related to the results of Collections, Back Office, Acquisitions and Customer Service activities performed by LAO Service Center;- Work with Operational Excellence area to ensure continual improvement of processes;- Assure a high level quality experience for the customers along with the maintenance of a cost-efficient structure;- Work jointly with Vendor management to assure correct capacity planning, productivity, quality, people motivation, etc.- Generate and analyse daily operations reports to propose new strategies when required and/or identify red alarm trends, which may put the operation at risk.- Manage collections strategies and activities for accounts 0-90 days past due for 3 countries, maintaining delinquency within the expected levels;- Manage customer service and back-office strategies and activities for 3 countries;- Identify opportunities to standardize and merge processes among 3 countries and to move processes from Countries to the Center with adequate quality/cost/benefit analysis;- Present annual Business Plan, for each country and line of business, assure monthly capacity planning and keep adequate cost control that allows senior management to oversee the results;- Proactively implements changes in business processes as required;- Develop a strong succession plan and development program ensuring internal progression;- To ensure ongoing adherence to all relevant compliance regulations & internal controls and guidelines that may govern the business;- Promote strong associate relationships, business growth and productivity enhanceme
