Supervisor, Process Optimization

Ally and Your Career
Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We love this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion.

From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role’s specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

The Supervisor, Process Optimization is a people leader responsible for overseeing a team that monitors process health, manages customer complaints and disputes, identifies process gaps, and drives continuous improvement. By leveraging data, root cause analysis, and cross-functional partnerships, this role ensures operational issues are identified, addressed, and resolved in a way that improves customer experience, reduces risk, and enhances business performance.

The Work Itself

Responsibilities

People Leadership

• Lead, coach, and develop a high-performing team responsible for process monitoring, complaint and dispute resolution, root cause analysis, and process improvement.
• Establish performance expectations, manage workloads, anddrive accountability for team results.
• Manage the team’s data analyst and ensure analytical resources are focused on key business priorities.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Own hiring,performance management, employee development, and succession planning activities.

Process Monitoring & Improvement

• Oversee process monitoring, testing, quality reviews,customer complaints, disputes, and escalations to identify operational issues, control gaps, and improvement opportunities.
• Lead root cause investigations to determine underlying drivers of recurring issues and emerging risks.
• Use data, reporting, and trend analysis to prioritize improvement opportunities and support decision-making.
• Develop and implement corrective actions in partnership with business, operations, technology, compliance, and vendor stakeholders.
• Measure and validate the effectiveness of implemented solutions to ensure sustainable results.
• Present findings, recommendations, and improvement outcomes to leadership.

Stakeholder Partnership

• Partner with internal teams and external partners to resolve issues, implement improvements, and improve overall process performance.
• Influence stakeholders across operations, compliance, risk, technology, customer service, and vendor management functions.
• Ensure compliance with company policies and regulatory requirements.
• Perform other duties as assigned by management.

Required Experience

• Minimum of three (3) years of experience in process improvement, business analysis, operational risk, quality assurance, audit, or a related operational environment.
• Minimum of two (2) years of people leadership experience, including coaching, performance management, and employee development.
• Experience conducting or overseeing process monitoring, testing, audits, quality reviews, or control assessments.
• Working knowledge of Excel, Power BI, SQL, or similar analytical…