Senior Customer Service Manager

Global Lending Services•Greenville, SC

11d

About The Position

The Senior Manager, Customer Service is responsible for managing, building, and leading an assigned operational team and managing Operations in accordance with company policy. The role participates in developing the organization’s strategic direction and executes that strategy for the assigned operational team. It also oversees team performance, customer service outcomes, workflows, staffing, procedures, and team development while partnering with other departments to improve business results.

Requirements

Bachelor’s degree required. Internal candidates at the Specialist (S2) level with commensurate GLS experience and sustained top performance against company standards may be considered.
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 to build an engaged, high-performing team.
Excellent critical-thinking, problem-solving, and decision-making skills.
Demonstrated ability to establish and improve processes and leverage technology to improve business results.
Self-motivated, with initiative to identify needs, recommend improvements, implement recommendations, and evaluate their effectiveness.
Excellent interpersonal skills, including the ability to influence others, manage conflict, exercise sound judgment, handle sensitive and confidential information, interact across organizational levels, and build cross-functional partnerships.
Strong verbal and written communication skills.
Ability to work as a team player and adapt to a fast-paced, changing environment.
Proficient computer skills, working knowledge of the internet and standard business applications, and ability to learn new applications quickly.
Demonstrated ability to motivate and lead a team through quality training, guidance, coaching, and feedback.
Excellent organizational skills, attention to detail, and ability to set and manage multiple conflicting priorities.
Ability to think strategically and deliver tactically.
Commitment to exemplifying organizational core values and key competencies.

Responsibilities

Mentor and motivate assigned operational teams to achieve company goals.
Develop and grow the assigned team to meet business needs, maintaining a departmental structure that supports organizational goals and objectives.
Exercise management authority over staffing, performance evaluations, promotions, salary recommendations, and terminations.
Monitor associate productivity, quality of customer interactions, and other appropriate 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, including coordinating work assignments to meet and exceed volume and quality expectations.
Set departmental goals and maintain a daily employee work schedule that meets 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 the team meets service-level expectations 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 with a focus on efficiency, processing improvements, and optimized results.
Create an engaging work environment that attracts, develops, and retains talent.
Foster collaboration with associates and management to achieve business-plan objectives.
Perform additional assignments and special projects as required by company needs or management direction.