GM Financial Looking for AVP Customer and Dealer Experience-CDN at Toronto, ON Full Time

Responsibilities:

• Deliver goal setting, continuous coaching and ongoing performance management to guide the team’s professional development
• Translate broad strategies into specific action plans utilizing appropriate resources to achieve objectives and business results
• Set clear expectations and facilitate understanding of link between individual contributions and company performance
• Model and maintain a positive work environment which fosters the values of GM Financial
• Ensure seamless collaboration, communication, and continued development of team members while embracing diversity, equity, and inclusion in all interactions
• Continuously enhance team member knowledge of GMF operating procedures/policies through communication, training and ease of access to information to deliver best in class customer experience

• Instill, support and participate in appropriate customer escalation and resolution channels
• Develop and monitor processes to enable optimal productivity and consistent delivery of exceptional customer experience
• Actively collaborate with cross functional/interdependent teams to ensure processes/workflows are appropriately connected and functioning optimally on a consistent basis
• Leverage global GMF capabilities through best practice sharing and consistent policies and governance
• Lead departmental projects including ideation, development, scope, and implementation activities to drive operational efficiency and digital solutions
• Recommend and implement approved adjustments of policies and procedures as necessary to ensure risk of loss is minimized and customer/dealer experience is optimized
• Continuously review department work performance, customer and dealer feedback, and macro trends to identify opportunities for improvement
• Create actionable solutions to ensure compliance to changing regulations and benchmarking against industry trends

• Ensure the delivery of GMF originations programs are consistently available and accurate in vendor-based platforms (ie, portal)
• Collaborate with internal and external business partners routinely to ensure programs are meeting desired business objective and/or are established appropriately to ensure successful results are achieved

• Ensure reporting of department metrics is consistently available, accurate and leveraged appropriately for the purpose of continuous improvement and attainment of business objectives
• Develop methods to capture customer satisfaction and identify trends that lead to actionable solutions

Qualifications:

• Knowledge of effective leadership, communication and motivational skills
• Knowledge of management processes such as planning, personnel administration, project planning
• Demonstrated success and breadth of leadership experience within auto finance, banking or relevant multi-dimensional operational environments
• Working knowledge of GM Financial business segments for effective application of operational strategies
• Experience designing and implementing change management
• Analytical and Strategic thinking with a proven ability to evaluate and innovate
• Data comprehension and how to draw meaningful insights from large operational data sets
• Knowledge of available technology solutions and experience leveraging technology in the application of customer experiences
• Must be a self-starter, able to operate efficiently within given parameters and deadlines
• Experience with customer experience business operating systems desirable
• Skilled at managing multiple high priority projects simultaneously
• Ability to use appropriate analysis, judgment and logic when solving problems and making strategic decisions
• Ability to plan, execute and improve work processes to ensure achievement of business objectives
• Ability to maintain effective working relationships
• Demonstrated ability to positively lead people through significant change
• Collaborative, team-based coaching and performance achievement skills
• Ability to maintain confidentiality
• Excellent time management, verbal and written communication skills
• Passion for providing excellence

• Secondary School Diploma required
• Bachelor’s degree in business or equivalent experience is required

• Minimum 5-7 years of previous experience leading large multi-dimensional teams required
• Minimum 10 years of financial services experience, preferably within an Auto Finance environment
• Experience leading procedural enhancements, managing policy, engaging consumers and process excellence is strongly preferred
• Advanced knowledge of the Consumer Protection Act and the Personal Property Security Legislation, PIPEDA, Canadian regulatory Compliance and privacy laws
• Working knowledge of the Canadian Automotive industry and market dynamics is required