• Servicing System Manager

    Job Locations US-TX-Arlington
    Requisition ID
    2018-31760
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    Job Description:

    The Servicing Systems Manager is responsible for managing and directing the project support activities of Consumer Servicing Systems. The Servicing Systems Manager will work with other Servicing System team members to assist in the transition of Consumer Servicing system projects and enhancements into the production support process.

    Responsibilities

    JOB DUTIES

    • Manage and lead Servicing Systems Support analysts by communicating job expectations, planning, monitoring and assessing job results.
    • Ensure all team members have a clear understanding of the department vision and strategy, and foster a positive work environment.
    • Provide mentoring, coaching and counseling to team members.
    • Partner with the AVP Servicing Systems and the VP ITS Servicing Systems to produce and maintain system documentation necessary to support upgrades, enhancements, changes and/or fixes to existing or new Consumer Servicing systems
    • Ensure that project teams and individual project team members are following departmental project processes for gathering and documenting the business requirements for internal and external system enhancements and changes.
    • Ensure that project teams are following all internal Project Management processes and procedures for projects assigned to their team.
    • Manage and monitor the creation and maintenance of the escalation procedures for internal and external software components when enhancements or changes are made to the system. Work with Servicing Systems management to document and maintain departmental policies and procedures. Ensure team members are following established company and departmental policies and procedures in line with internal and external audit requirements.
    • Develop and manage customer relationships with supported business groups.
    • Develop and manage 3rd party vendor relationships with supported software.

     

    OTHER IMPORTANT DUTIES

    • Ensure that each team member is effectively managing work/life balance. This includes ensuring that no employee consistently works unreasonable levels of overtime.
    • Provide guidance and support to the appropriate on-call development and vendor personnel to ensure that issues including after-hours issues are resolved in a timely manner.
    • Develop and maintain the disaster recovery/business continuity plans for Servicing Systems. Ensure team members are well-versed with the plans and are prepared to execute them in the event of a real or test situation.
    • Perform other duties as assigned.

    REPORTING RELATIONSHIP

     

    Reports to: AVP Servicing Systems

    Direct Reports: Technical Application Specialist(s)

     

    Qualifications

    Qualifications:

     

    Knowledge

    • Excellent knowledge of GM Financials Retail Servicing, Lease Servicing and Specialty systems.
    • Excellent knowledge of SQL and Oracle databases.
    • Excellent knowledge of all phases of the Software Development Lifecycle (SDLC).
    • Advanced working knowledge of information systems and operations systems for supported business groups.
    • Advanced knowledge of business processes for supported business groups. 


    Skills

    • Ability to analyze work, set goals, develop plans of action, and utilize time effectively.
    • Ability to delegate effectively.
    • Ability and willingness to achieve organizational and individual goals by seizing opportunities and learning from experience.
    • Ability to build consensus, use active listening skills, and work harmoniously with others in getting a job done while promoting a culture of teamwork, excellence, and integrity.
    • Excellent oral, written and interpersonal communication skills with all levels of the organization; ability to communicate concepts and processes in an easy to understand to a diverse audience.
    • Deadline oriented with a demonstrated understanding of expected delivery dates and the tasks necessary to achieve objectives.
    • Excellent problem analysis and resolution skills with the ability to thoroughly research issues in a timely manner, identify and suggest solutions, and proactively implement corrective steps.
    • Excellent judgment and the ability to make sound decisions.
    • Good leadership skills with an ability to effectively lead and manage direct reports.
    • Excellent customer service skills to customers both internal and external to the company.
    • Ability to provide timely and accurate information.
    • Ability to embrace change and participate in exploring opportunities to improve.
    • Willing to take initiative and proactively create the company's future by challenging the status quo and daring to innovate.

    Experience 

     

    • Bachelor's degree in computer studies or equivalent experience.
    • 3-5 years’ experience in Business Analysis and system support.
    • 3-5 years’ experience in the field of the primary group supported.
    • 3-5 years management experience.

    WORK CONDITIONS

     

    Work is conducted in a professional office environment subject to stressful situations arising from meeting deadlines, managing system outages or issues, and managing multiple projects and priorities. Some travel to company and vendor sites is required, including outside the United States. Evening and weekend work as required.

     

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