Senior Customer Service Manager

Global Lending Services•Greenville, SC

12d

About The Position

The Senior Manager, Customer Service manages, builds, and leads an assigned operational team and oversees operations in accordance with company policy. The role participates in developing the organization’s strategic direction and executes that strategy for the assigned team. It involves guiding team performance, improving customer experience and operational processes, and working with other departments to achieve business objectives.

Requirements

Bachelor’s degree required. Internal candidates at the Specialist (S2) level may be considered with commensurate GLS experience and sustained top performance against company standards.
At least five years of experience in auto finance operations or a similar industry.
At least three years of experience building and leading teams and managers, including hiring, developing, and motivating people.
Excellent critical-thinking, problem-solving, and decision-making skills.
Demonstrated ability to establish and improve processes and leverage technology to improve business results.
Initiative and motivation to identify needs, recommend improvements, carry them through implementation, and evaluate their effectiveness.
Excellent interpersonal skills, including influencing others, managing conflict, exercising sound judgment, handling sensitive and confidential information, interacting across organizational levels, and building cross-functional partnerships.
Strong verbal and written communication skills.
Ability to work as a team player in a fast-paced, changing environment.
Proficient computer skills, including internet and standard business applications, and ability to learn new applications quickly.
Demonstrated ability to lead and motivate a team through quality training, guidance, performance coaching, and feedback.
Excellent organizational skills, attention to detail, and ability to manage multiple conflicting priorities.
Ability to think strategically and deliver tactically.
Commitment to exemplifying organizational core values and key competencies.
Ability to perform the physical and office-equipment duties described under Employment Requirements.

Responsibilities

Mentor and motivate assigned operational teams to achieve company goals.
Develop the team to meet business needs and maintain a departmental structure sufficient to meet organizational goals and objectives.
Exercise management authority over staffing, performance evaluations, promotions, salary recommendations, and terminations.
Monitor productivity, customer-interaction quality, and other metrics; provide timely performance coaching and feedback.
Facilitate regular team meetings for communication, training, and discussion of departmental and company matters.
Track, coach, and manage team-member performance and coordinate work assignments to meet volume and quality expectations.
Set departmental goals and maintain daily employee work schedules that meet business needs.
Partner with Information Technology and Analytics teams to use technology and data to streamline processes, enhance customer experience, improve quality, and eliminate waste.
Develop innovative solutions to improve customer experience and ensure service-level expectations are met for internal and external customers.
Establish and track monthly objectives for the assigned customer base.
Ensure departmental procedures are developed, documented, trained, and followed to support quality.
Manage workflows and team growth to increase efficiency, enhance processing, and optimize results.
Create an engaging work environment to attract, develop, and retain talent.
Promote collaboration with associates and management to achieve business-plan objectives.
Complete additional assignments and special projects as required by company needs or management direction.