• AVP Customer Experience Lease End & Multi Channel Servicing

    Job Locations US-TX-Arlington
    Requisition ID
    2018-33130
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
  • Overview

    AVP Lease End and Multi-Channel Servicing is responsible for leading teams responsible for customer facing processes associated with servicing End of Term Lease accounts, Voice of the Customer (VOC) Survey Programs, Social Media and Complaint Analysts. This position provides strategic direction to internal and external resources relative to the lease maturity processes, through multiple channels in order to maximize customer retention. The AVP Lease End and Multi-Channel Servicing is responsible for participating in quantitative and process-oriented approaches to identify key customer pain points from multiple data inputs, including Net Promoter System (NPS) survey feedback and Complaints drivers. They will support VOC Program leadership in quantifying NPS impact on our CX initiatives. This role is responsible for creating and maintaining goals and objectives that are reflective of the overall corporate strategy and promoting a Best in Class service environment focused on building brand loyalty.

    Responsibilities

    JOB DUTIES

    • Understand, communicate and commit to the organizations vision, goals and strategy
    • Create and lead a lease maturity strategy that put the customer experience at the focal point and promotes GMF brand strategy and GM brand loyalty (retention)
    • Ensure lease end strategies are reflective of overall corporate goals and objectives
    • Lead the development, scope and the documentation of an overall lease end process that considers current/ future-state processes and addresses risks and assumptions with requirements, testing, and implementation
    • Ensure Lease End & Multi-Channel servicing teams achieve overall service level objectives
    • Work with Marketing and Communications as well as other internal and external business partners deemed appropriate to stay up to date on manufacturer incentives and programs
    • Partner with dealers to provide ongoing effective lead generation programs
    • Partner to create a comprehensive lease end training program that promotes a “Best in Class Service” environment
    • Monitor the execution and result of lease maturity strategies and objectives to ensure effectiveness
    • Manage workflow and reporting for accounts nearing the end of term
    • Keep up to date on industry trends, market data, forecasts, and legislation changes
    • Enable a work environment that fosters and recognizes excellence and drives idea generation and improvements
    • Mentor and guide team to strengthen skill sets and further career growth
    • Model and enable a positive work environment that fosters teamwork, employee recognition, team member respect and GM Financial's values
    • Ensure VOC, Social Media and Complaints leadership teams' activities are reflective of corporate goals

    Qualifications

    Knowledge

    • Demonstrated knowledge / experience of the overall auto lease process
    • Proven ability to create and lead successful business strategies
    • Knowledge of management processes such as planning, personnel administration, budgeting and financial analysis
    • Knowledge of the Automobile Industry
    • Familiarity with remarking strategies preferred
    • Dealer Services experience preferred
    • Lease end experience preferred
    • Working knowledge of state and federal guidelines and regulations
    • Knowledge of effective leadership, communication and motivational skills
    • Experience with customer service metrics in financial or banking environment desirable

    Skills

    • Ability to handle multiple tasks and deadlines
    • Ability to maintain effective working relationships
    • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
    • Demonstrated ability to positively lead people through change
    • Ability to maintain confidentiality
    • Ability to effectively prioritize and balance multiple high priorities
    • Excellent verbal and written communication skills
    • Excellent time management skills
    • Ability to positively lead, coach and develop others
    • Demonstrated ability to appropriately take initiative and make decisions
    • Passion for providing great service to customers
    • Ability to motivate in a marketing/product cross-sell driven environment

    Education

    • High School Diploma required
    • Bachelor’s Degree preferred

    Experience

    • 3-5 years automotive experience in a lease servicing environment required
    • Leadership experience required

    Work Conditions

    • Fast-paced and changing call center environment subject to daily deadlines and interactions with department staff and internal/external business partners and vendors

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