General Manager, Collections

Toyota North America•Alpharetta, GA

8d•Onsite

About The Position

Overview Who we are Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us. An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment. To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time. Who we’re looking for The Service Operations Department for Toyota Financial Services is looking for a passionate, qualified, and highly motivated General Manager, Collections. Reporting to the Vice President, Service Operations, the person in this role will be responsible for developing and implementing strategies to optimize the collections processes within the financial services sector, from the day the account becomes delinquent to the moment it is assigned for repossession. This onsite position will be based in Alpharetta, Georgia. The selected candidate will be expected to reside within commutable distance of this location. What you’ll be doing In active partnership with Finance, Consumer Risk, and Service Operations Leadership team (amongst many additional stakeholders), this role is responsible for incorporating macro and micro economic considerations, consumer behavior, pricing and underwriting policies, and historical trends, in order to forecast delinquencies and outline the most effective portfolio to achieve the Service Operations loss mitigation targets and organizational goals: The emphasis of this function is not the recovery of the collateral but the avoidance of it. Any and all activities are primarily focused on preventing the progression of the account through the delinquency cycle while ensuring optimal contact rates and an active partnership with our customers to determine affordability, re-payment options, and ensure accounts remain in good standing. This role involves analyzing data, identifying trends, assessing account attributes, and creating innovative solutions to ensure optimal treatment and improve or maximize collection rates across early, mid and late-stage delinquency cycles. This role oversees conventional dialer related activities and the integration and ongoing assessment of all outreach campaigns across multiple channels, in order to promote the highest portfolio penetration and contact rates possible. In addition, this role is responsible for overseeing the results of a team of Collections professionals nationwide, including suppliers near shore and offshore, ensuring the right distribution of tools and resources, and effective handling of delinquent accounts. Responsibilities include the development and implementation of digital solutions that strengthen Collections competitive position, increase ease of experience, drive best in class satisfaction, and promotes loss avoidance and revenue growth – all in a manner that aligns with Toyota’s values and adheres to all required compliance and regulatory requirements. Provide thoughtful leadership and subject matter expertise on Collections related topics including but not limited to contact engineering, emerging technologies, multi-channel support strategies, and journey mapping. Manage the customer experience throughout the delinquency lifecycle while growing and developing a high-performance, valued team within the servicing space.

Requirements

Bachelor’s degree or higher
15+ years of experience in collections operations and/or collections strategy
15+ years of experience in leading, managing, and developing a team
Proven skills in Identifying and analyzing trends in collections data to inform risk assessments, strategy adjustments, additional portfolio segmentation or adjustments to front line performance
Demonstrated experience in data analysis and reporting
Willingness and ability to travel 20% of the time

Nice To Haves

Responsibilities

developing and implementing strategies to optimize the collections processes within the financial services sector
incorporating macro and micro economic considerations, consumer behavior, pricing and underwriting policies, and historical trends, in order to forecast delinquencies and outline the most effective portfolio to achieve the Service Operations loss mitigation targets and organizational goals
analyzing data, identifying trends, assessing account attributes, and creating innovative solutions to ensure optimal treatment and improve or maximize collection rates across early, mid and late-stage delinquency cycles
overseeing conventional dialer related activities and the integration and ongoing assessment of all outreach campaigns across multiple channels, in order to promote the highest portfolio penetration and contact rates possible
overseeing the results of a team of Collections professionals nationwide, including suppliers near shore and offshore, ensuring the right distribution of tools and resources, and effective handling of delinquent accounts
development and implementation of digital solutions that strengthen Collections competitive position, increase ease of experience, drive best in class satisfaction, and promotes loss avoidance and revenue growth
Provide thoughtful leadership and subject matter expertise on Collections related topics including but not limited to contact engineering, emerging technologies, multi-channel support strategies, and journey mapping
Manage the customer experience throughout the delinquency lifecycle while growing and developing a high-performance, valued team within the servicing space.

Benefits

A work environment built on teamwork, flexibility and respect
Professional growth and development programs to help advance your career, as well as tuition reimbursement
Team Member Vehicle Purchase Discount
Toyota Team Member Lease Vehicle Program (if applicable)
Comprehensive health care and wellness plans for your entire family
Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
Paid holidays and paid time off
Referral services related to prenatal services, adoption, childcare, schools and more
Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
Relocation assistance (if applicable)