Customer Experience Team Leader III

GM Financial Customer Experience Team Leader

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer.

We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture — an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Our

Purpose:

We pioneer the innovations that move and connect people to what matters.

About this role:

This role is responsible for providing and supporting "Best in Class" service by leading teams assigned to multiple servicing channels. The Customer Experience Team Leader is responsible for championing a positive work environment and the development of team member core competencies, overall performance, job skills, and development. This role will lead a team that services customers through various communication channels and answers inquiries on various GMF products/services.

The Customer Experience Team Leader will support team members in driving key departmental KPIs through the acquisition and development of talent, implementing progressive discipline and coaching, while ensuring team member retention and engagement.

In this role you will:

• Execute strategies and initiatives to optimize customer experience and center performance
• Support corporate initiatives and facilitate an understanding of business needs
• Ensure adherence to standardized platform and consistent processes
• Lead team in a manner that effectively maximizes business results and employee satisfaction
• Protect interest of company by ensuring actions of self and others are in compliance with policies and laws
• Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct
• Identify and address anything that takes away from a safe and healthy work environment
• Effectively use reward and recognition tools to drive business results
• Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth
• Utilize behavioral based coaching techniques to maximize individual and team productivity and performance
• Provide recommendations regarding personnel decisions including, but not limited to staffing levels, hiring, recognition, salary increases, performance evaluations and terminations

Knowledge and

Skills:

• Advanced knowledge and understanding of GM Financial accounts, policy and procedures
• Must have a passion for providing an outstanding customer experience
• Must embrace company principles and demonstrate understanding of GM Financial's and Customer Experience's culture
• Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict
• Possess selling and negotiation skills to help build customer loyalty and retention
• Proven ability to effectively lead through change
• Effective oral and written communication skills
• Demonstrated ability to link specific activities to desired results
• Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
• 2-3 years with at least 1 year at GM Financial in a leadership capacity
• ≥ 3.6 MPJ or meet/exceeds mid-year (must be in good standing)
• Demonstrated commitment to self improvement – by completing a "My Development Plan"

Working Conditions:

• Must be able to work a flexible schedule to include potential shift changes
• Subject to stressful situations
• Must possess ability to deescalate customer and employee concerns
• Fast-paced office environment
• Strong focus on providing quality service to internal and external customers
• Subject to daily service level requirements

Additional Knowledge…