Overview

Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Customer Service

Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Manager, Auto Loan & Lease Customer Service is responsible for solving complex, multi-faceted problems facing day-to-day operations, ensuring quality and efficiency of the customer service department through daily management of team members and delivering simplified solutions that will allow the department to seamlessly provide exceptional customer service. S/he will also support business leaders and senior management in the implementation and execution of business strategy and growth initiatives for the Customer Service department.

Essential Functions:

  • Provides ongoing operational development, leadership, coaching and training to front line Customer Service representatives.
  • Organizes daily work flow and appropriate staffing for Customer Service team.
  • Coordinates and manages the implementation of major initiatives impacting customers and the Customer Service team.
  • Leads initiatives for customer service including risk mitigation, operational quality and continuous improvement.
  • Develops effective service concepts to ensure the team meet or exceed established departmental goals, while maintaining compliance to policies, code of ethics, and all Federal, State and local laws,.
  • Ensures Customer Service team consistently adheres to Company policies and procedures, code of ethics and all Federal, State and local laws.
  • Coaches the team to achieve customer loyalty through reduction of customer effort, issue and problem resolution, and delivering service excellence.
  • Mitigates risk by ensuring direct and indirect reports adhere to state and federal regulations and established company policies and procedures.
  • Prepares staff to provide appropriate levels of support to customers, both internal and external.
  • Manages performance issues as needed to ensure associates meet or exceed minimum department expectations.
  • Monitors and analyzes various management information reports to identify problem areas, ways to improve resources allocation and ensure proper implementation of strategic plans.
  • Monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty.
  • Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.
  • Monitors and maintains compliance requirements and code of ethics.

Other Functions:

  • Other duties as assigned.

Supervisory Responsibilities:

Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.

Requirements:

  • Education –
    • Bachelor's Degree: Business, Communications, Employee Relations, or equivalent field
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience –
    • 5-9 years Customer Service, Collections or related experience
    • Auto Finance industry experience.
  • Skills & Abilities –
    • Practical knowledge of Customer Service best practices, identification, resolution and implementation.
    • Ability to build relationships and trust with team members and customers.
    • Ability to develop goals and consistently seek learning opportunities in order improve.
    • Ability to convey a sense or urgency and drive.
    • Ability to make effective decision making on complex matters.
    • Ability to multi-task and meet strict deadlines.
    • Ability to lead, influence and direct peers, subordinates and management.
    • Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
    • Ability to analyze risk and design efficient control practices to minimize risk.
    • Ability to adjust to new developments/changing circumstances.
    • Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
    • Excellent interpersonal, supervisory, and customer service skills required.
    • Excellent written and verbal communication skills
    • Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.
    • Superior analytical, problem solving and critical thinking skills.

Competencies:

  • Change Orientation – Flexibility:
    • Proficient – Applying and Executing
      • Adapts quickly to change and makes suggestions for increasing the effectiveness of change
      • Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands
      •  
  • Collaboration – Conflict Management:
    • Proficient – Applying and Executing
      • Establishes rapport with all parties in an attempt to diffuse tension
      • Confronts the issue, not the person
      •  
  • Collaboration – Relationship Management:
    • Proficient – Applying and Executing
      • Knows who to reach out to inside and outside of one’s team to get work done
      • Takes action to enhance working relationships needed to achieve seamless work flow
      •  
  • Execution – Excellence:
    • Proficient – Applying and Executing
      • Organizes and prioritizes workload and tasks for oneself and team members
      • Actively plans ahead for routine and cyclical work
      •  
  • Influence – Awareness:
    • Proficient – Applying and Executing
      • Takes the time to draw out and understand the underlying interest, concerns and agenda of other parties
      • Presents logical, data-based arguments to convince others
      •  
  • Influence – Two-way communication:
    • Proficient – Applying and Executing
      • Communicates in a timely and straightforward manner
      • Probes for additional information, clarifies assumptions and confirms agreed-upon actions
      • Keeps everyone involved informed about progress and issues
      •  
  • Problem Solving – Solution Definition:
    • Proficient – Applying and Executing
      • Sees through complexity and detail to get to the critical issues at hand
      • Takes into account the wider context within which problems exist
      •  
  • Risk Management – Continuous Process Improvement:
    • Proficient – Applying and Executing
      • Proactively works to streamline processes and identify and eliminate redundancies
      • Contributes to the implementation of new methods, policies, processes, procedures, or techniques
      • Independently performs monitoring and testing of processes

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.