Manager, Customer Experience, Collections and Remarketing

Toyota Motor Company•San Juan, PR

62d

About The Position

Responsible for the Retail Customer Experience, Collections, Insurance and Remarketing Departments. Ensure effective, efficient, and customer-oriented handling of communications with customers. Achieve assigned goals and objectives in accordance with strategic plans through the effective management of Department Supervisors and Team Members. The position includes evaluating and managing supplier performance in these areas to guarantee compliance with service-level agreements, optimize cost efficiency, and maintain high-quality standards. Provide leadership, vision, insight, and motivation. Translate TFS strategies and goals to team members to ensure clear line of sight between individual efforts and organizational performance. Ensure that budget is adhered to, policies are implemented, and department goals and objectives are met. Minimize barriers for excellence, expedient decision-making, and teamwork. Develop strategies and initiatives to maintain objectives and to improve areas of opportunity.

Requirements

Four-Year College Degree (BA or BS)
Proficient in MS Office applications (Word, Excel, Power Point, etc.)
Bi-lingual (Spanish and English) with excellent written and verbal communication and interpersonal skills. Able to interface with and motivate team members at all levels.
Understanding of captive automotive finance operations.
Ability to work independently, with strong organizational skills and flexibility for a team-oriented environment.
Management experience/knowledge in customer experience, collections, repossessions and vehicle insurance experience in the financial services industry.
Excellent interpersonal skills with the ability to interact with and motivate team members at all levels.

Nice To Haves

5-10 years of relevant / progressive work experience (in similar field and/or industry)
Able to travel up to 10% of the time.

Responsibilities

Oversee and ensure effective and efficient operations and continuity of services for Customer Experience, Collections, Loss Recovery and Remarketing.
Ensure customer experience KPIs, delinquency, repossession, remarketing and loss ratios meet or exceed established objectives.
Assist in preparing accurate budgets for assigned areas and manage day-to-day operations within regulatory and budgetary guidelines.
Prepare timely and accurate accrual reports, and other required company reports such as ERMC, Narrative, etc.
Analyze reporting statistics provided by NICE, TFS Dialer Teams, Neuanalytics, Manheim's Caribbean, National Bankruptcy System (NBS), GC Services and other suppliers.
Interpret data to be applied for planning purposes, provide feedback on discrepancies and work to improve reporting systems.
Follow approval authority guidelines for customer experience, collections, remarketing pricing, charge offs, insurance overpayments, and Manheim vehicle repairs.
Develop KPIs and testing plans to measure and optimize the effectiveness of customer experience, collections, and remarketing initiatives.
Monitor pre- and post-termination activities and implement performance improvement plans to ensure compliance with organizational procedures and state/federal regulations.
Serve as a resource for complex transactions and provide coaching on elevated, sensitive, or complex customer service, collections, or repossession issues.
Ensure KPIs and metrics in supplier contracts/SOWs (TSI, Neuanalytics, GC Services, Repossession and Loss Recovery agencies) are met followed and compliant with TCPR procedures and regulations.
Evaluate and decision Balloon REFI and TOE applications in the car loan decisioning system within established guidelines and authority levels.
Collaborate with corporate teams in remarketing, customer experience, and collections to implement best practices and ensure alignment between TFS and TCPR.
Develop approaches to monitor the effectiveness and success of strategy/action plans.
Prepare contingency plans to address the dynamic nature of the business and continue to ensure customer satisfaction.
Review processes and systems to make sure their benefits justify the costs.
Work closely with supervisors, human resources, local management and other corporate customer experience, collections, loss recovery and remarketing managers to evaluate, develop and implement workflow efficiencies and ensure best practices are in place.
Support and provide effective coaching and constructive feedback to supervisors, and other team members on an individual and on-going basis to enable them to take an active role in performance improvement and maximizing potential.
Evaluate staff performance levels and as needed, develop performance improvement plans to meet business needs.
Support HR by coordinating and applying personnel policies and procedures for interviewing, selecting, and hiring candidates. Manage complex performance issues.
Complete objective and relevant performance appraisals for supervisors in a timely manner.
Establish short- to medium-range plans for the assigned teams to achieve departments goals and objectives.
Provide ongoing review of performance measurement standards to ensure strategies and long-term goals are being reinforced.
Identify training needs and trends, and work with HR, resource management, and other managers to create and deliver programs that improve customer interactions, accuracy and efficiency.
Communicate TCPR's objectives, strategies and expectations clearly to the team, providing guidance and leadership to supervisors and department members.
Work with teams to identify issues, develop action plans, and escalate unresolved matters to senior management when necessary.
Support supervisors by handling complex customer transactions and resolving unique, sensitive, or non-routine issues referred for assistance.
Communicate compliance expectations and Service Level Agreements (SLAs) to all assigned suppliers, including clear consequences for non-compliance.
Prepare the annual Business Control Risk Assessments (BCRA) for each assigned supplier in collaboration with the Vendor Management Department.
Ensure day-to-day execution of operational strategies across third-party servicing relationships.
Work with the Supplier and VMO Specialist on potential servicing contracts and other vendor-related agreements.
Oversee vendors through operational calls, quarterly business reviews, and periodic onsite visits.
Monitor vendor compliance with contractual terms, conditions, and requirements.
Maintain documentation of vendor oversight activities, including contracts and applicable TCPR procedures.
Audit and reconcile monthly invoices and financial transactions to ensure accuracy and compliance with contractual terms.
Approve monthly invoices through Ariba for assigned suppliers (TSI, GC Services, Lexis Nexis, Innovis, RR Donnelley, NBS, Neuanalytics, and Becket & Lee).
Work on special projects, as assigned