Manager, Loss Mitigation

Hyundai Capital America•Plano, TX

3d•Hybrid

About The Position

This role is primarily responsible for overseeing all collection activities for Loss Mitigation. This position is directly responsible for creating strategies and structure to support achievement of Loss Mitigation collection goals while following Hyundai Capital America business practices, company policies and procedures. This Manager role is also responsible for supporting a coaching culture, focused on incremental improvement in behaviors and performance. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

Requirements

5 years auto finance experience preferred • Experience leading high performing teams preferred
Bachelor’s degree in Business is preferred
Strong communication skills - Must be able to communicate verbally to groups of all sizes. Must also be able to produce documents free of grammatical and spelling errors that are persuasive and logical.
Working knowledge of call center technology. Must be able to extract call data from the automatic call distributor (ACD) in order to ensure customers are receiving appropriate service. In addition, must have working knowledge of automatic dialers.
Understanding of team dynamics and techniques to build strong teams.
Strong listening and interpretation skills.
Intermediate MS Excel skills are required; MS Access knowledge is a plus.
Forecasting and data mining skills are preferred

Responsibilities

Performance Coaching: Actively lead individual and team coaching sessions with a focus on developing relationships that encourage reflection and help team members improve performance, personal effectiveness, and impact. Engage with team members in a proactive and positive manner during coaching sessions to co-create solutions through effective two-way conversations. Participate in department level performance coaching initiatives and individual coaching sessions with leadership.
Performance Management: Hold team members accountable for performance and behaviors as outlined in Company and Department policies and procedures; including but not limited to attendance, performance, prohibited conduct, compliance, and quality. Coordinate with Employee Relations to ensure proper corrective action process is followed in a timely manner and ensure all tracking mechanisms are updated and accurate
Monitor daily performance and productivity reports for team and collaborate with department manager to address performance opportunities
Adhere to Corrective Action Program guidelines and activities
Effectively analyze data and develop actionable plans to address areas of opportunity
Identify, communicate, and implement process improvement initiatives. Encourage process improvement ideas from all employees within the assigned team:
Encourage process improvement ideas from all employees within the department
Collaborating with other departments, and other internal teams, to effectively manage initiatives
Support Projects and Collection Department Strategies:
Responsible for maintaining the appropriate staffing levels by assisting interviewing/hiring activities
Responsible for maintaining and monitoring schedules to meet daily expectations in production
Collaborating with other departments, and other internal teams, to effectively manage project/strategies
Ensure team members are compliant with weekly and monthly compliance audits:
Drive strategies and training initiatives focused on meeting monthly QM goals while minimizing compliance violations
Identify trends and implement strategies to address behaviors observed by direct reports that do not support team success
Perform all other duties as assigned.