Job Details

Senior Servicing Manager - Site Operations

The ideal candidate will be a strategic leader and the primary point of contact for all servicing operations at the site. This individual will oversee the day-to-day management of the call center servicing and sales teams, ensuring operational excellence, team performance, and customer satisfaction. They will be responsible for coaching and developing staff, driving sales and service goals, and ensuring adherence to company policies and regulatory requirements. Acting as the primary liaison between the site and senior leadership, this role requires a proactive approach to problem-solving and continuous improvement.

Key Responsibilities:

• Serve as the primary point of contact for site operations, addressing inquiries and ensuring seamless communication between the site and executive leadership.
• Oversee and lead all aspects of the Servicing department, ensuring operational efficiency and alignment with company objectives.
• Manage and support a team of service and sales agents, monitoring performance against KPIs and driving service excellence.
• Develop, implement, and refine strategies, policies, and procedures to optimize performance and enhance customer satisfaction.
• Provide strong leadership, coaching, and development to foster a high-performance culture within the team.
• Recruit, hire, and retain top talent, ensuring staff are equipped with the necessary skills and resources.
• Establish and track key performance metrics, conducting regular evaluations, feedback sessions, and coaching to improve individual and team performance.
• Oversee workforce management, including scheduling, attendance tracking, and payroll approvals.
• Ensure compliance with regulatory requirements, company policies, and industry best practices to maintain service quality and operational integrity.
• Drive continuous improvement initiatives through data analysis, performance monitoring, and process enhancements.
• Lead training and development programs to elevate team capabilities and improve customer service outcomes.
• Implement quality assurance measures, including call monitoring and feedback systems, to uphold service standards.
• Collaborate with senior leadership to align site-level operations with overall business strategies and objectives.

Essential Knowledge, Skills & Licenses:

• Strong analytical skills to assess performance, identify trends, and drive operational improvements.
• Excellent leadership and team management abilities, with a track record of coaching and developing high-performing teams.
• Strategic decision-making skills, with the ability to prioritize tasks, manage multiple projects, and adapt to evolving business needs.
• Exceptional communication and interpersonal skills to effectively collaborate with internal and external stakeholders.
• Proficiency in data analysis and reporting tools, with strong attention to detail and accuracy.
• Ability to thrive under pressure, manage tight deadlines, and maintain operational efficiency in a fast-paced environment.
• Proven ability to implement and oversee policies, procedures, and performance metrics to ensure compliance and service excellence.

Qualifications:

• Bachelor's degree preferred in Business Administration, Finance, or a related field
• Extensive leadership experience in call center operations, preferably in loan servicing, collections, or financial services.
• Prior experience in the automotive finance industry or a related financial services field is highly desirable.
• Previous senior-level management experience in a call center, servicing, or collections environment is required.

Full Time Benefits:

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas,TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

Acknowledgments: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative.