Remarketing Solutions Operations Process Excellence Manager

GM Financial Arlington, TX

The Remarketing Solutions Operations Process Excellence Manager leads and develops team members responsible for all support functions including but not limited to research, issue resolution, and field (Remarketing Specialist team)/Auction Partner support. This position establishes, supports and maintains professional relationships with other departments internal and external to the company involved in the disposition of GM/GMF inventory. Remarketing Solutions Operations Process Excellence Managers guide team members in the development of compliance reviews of internal and external Remarketing processes. The Remarketing Solutions Operations Process Excellence Manager must work alongside peer leaders of Remarketing Solutions groups, driving process improvements and updating departmental policies accordingly. This role is responsible for leading a dynamic team which faces complex problems, tests solutions and leverages technology to create efficiencies. Team members reporting to this position are routinely challenged with a wide variety of tasks and have direct contact with external vendors including, but not limited to, dealerships, auto auctions, online auctions, inspection vendors, and vehicle reporting bureaus. This department supports compliance reviews of multiple internal and external Remarketing activities of GM Financial, so a customer-centric approach to day to day operations is key. Achieving optimal business results and department objectives in this position directly affects the financial results of the company.

JOB DUTIES

  • This position is responsible for providing superior service to both internal and external partners as well as ensuring departmental competencies and service levels are achieved and maintained to support GM Financial brand loyalty objectives
  • Coach and develop team members by promoting a productive work environment, establishing clear expectations, and monitoring and addressing performance
  • Participate in departmental projects including development, scoping and the documentation of current and future policies/processes, while addressing risks and assumptions, and assisting with requirements, testing, training and implementation
  • Provide guidance to team members performing Q A and Compliance reviews of all areas of Remarketing Solutions and respective external vendors
  • Make and evaluate decisions regarding the disposition of customer accounts as well as vehicle asset management, ensuring state and federal guidelines are followed
  • Establish and execute strategies and initiatives to optimize individual and department goals
  • Facilitate the understanding of the link between individual contributions and company performance
  • Provide recommendations regarding personnel decisions including, but not limited to: staffing levels, hiring, recognition, salary increases, performance evaluations and terminations
  • Build networks within the organization, industry and vendors and participate in company committees to build awareness, gain overall company knowledge and promote the Remarketing Solutions department
  • Perform additional duties and special projects as assigned by senior management

REPORTING RELATIONSHIP

AVP Remarketing Solutions Operations Servicing

Knowledge

  • Working knowledge of GM Financial business
  • Working knowledge of end of lease and remarketing procedures
  • Working knowledge of state and federal guidelines
  • Completion of or current participant in leadership courses or program preferred

Skills

  • Ability to work in a fast paced environment in a leadership position and have strong problem solving skills
  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
  • Excellent written and verbal communication skills and attention to detail to interact with all levels of team members and senior management
  • Ability to make independent decisions and use sound judgment in relation to the handling of accounts and management of team members
  • Ability to create an atmosphere where team members feel free to express concerns and suggestions, while identifying opportunities to improve and align strategic initiatives
  • Ability to relate to others, build relationships and constructively interact with a variety internal GMF departments and external vendors
  • Ability to analyze, judge and prioritize work responsibilities to meet demanding deadlines
  • Must have a track record of excellent reliability, dependability and ownership skills
  • Ability to quickly learn and thoroughly understand complex tasks and system/data dependencies
  • Proficient in technology systems such as Excel, Word and Outlook
  • Ability to be assertive, provide direct feedback and hold others accountable in a professional manner when necessary
  • Ability to promote GM Financial core culture by leading by example and exhibiting the Servant Leadership mentality
  • Must have a drive for continuous learning by being resourceful, proactive and engaged

Education

  • High School Diploma required
  • Bachelor's Degree -equivalent combination of education and experience will be considered preferred

Experience

  • 2-4 years working in a QA or Compliance role required
  • 2-4 years leadership experience or remarketing experience required
  • 0-2 years working in a finance/auction related industry preferred

Work Conditions

  • May be subject to stressful situations
  • Monday through Friday work schedule with occasional need to work additional hours to meet deadlines
  • Occasional travel may be required