Vacancy expired!
Overview
The Operational Excellence Manager is responsible for all support functions including but not limited to research, issue resolution, and business partner support for the Customer Experience (CX) organization. The Operational Excellence Manager is also responsible for overseeing the creation and maintenance of business process procedures and job aids for various teams within Customer Experience, with an emphasis on identifying risks and assisting with remediation, and process improvement. This includes leading quality assurance review of various CX functions and updating procedural documentation as necessary. This team member is responsible for completing a wide variety of complex tasks and has direct contact with other business units/departments including Legal, Salesforce, ProjectPlace, etc. The Operational Excellence Manager will support, coach, and mentor Operational Excellence Specialists. Achieving optimal business results and department objectives in this position directly affects the financial results of the company. This position is responsible for providing superior service to both internal and external partners while ensuring vendor and departmental activities do not adversely impact customer wellbeing. Responsibilities JOB DUTIES- Perform compliance reviews of, develop and maintain departmental documentation as directed by management
- Analyze Customer Experience processes to identify improvement opportunities and assist in management decision making
- Document "non-compliant" items/workflows and assist management with remediation in order to reduce risks
- Work directly with internal and external partners in the documentation and remediation of compliance related issues as directed by management
- Lead and facilitate process enhancement projects, including the development of business requirements, cross-functional team collaboration, cost/benefit analysis, and management presentations
- Lead Operational Excellence Specialists on creation and maintenance of business process procedures and job aids
- Identify areas of improvement and provide solutions
- Provide training and guidance to Operational Excellence Specialists in an effort to build cross-functional knowledge
- Oversees process change implementation and reviews changes to ensure they result in measurable organizational improvements
- Ability to foster teamwork, influence and motivate others, and lead indirectly Provide leadership through influence, inspiration, collaboration, and teamwork
- As a servant leader, work closely with the team to anticipate and remove impediments
- Model and enable a positive and fun work environment that encourages teamwork, employee recognition, team member respect and GM Financial's values
- Perform other duties as assigned
- Conform with all company policies and procedures
- Working knowledge of GM Financial business
- Working knowledge of end of lease and remarketing procedures
- Working knowledge of state and federal guidelines
- Completion of or current participant in leadership courses or program preferred
- Ability to help lead and develop less tenured or less experienced team members, with respect to job duties
- Ability to use appropriate analysis, judgment, and logic when solving problems and making decisions
- Excellent written and verbal communication skills and attention to detail to interact with all levels of team members and senior management
- Ability to analyze, judge, and prioritize work responsibilities to meet demanding deadlines
- Must have a track record of excellent reliability, dependability and ownership skills
- Ability to quickly learn and thoroughly understand complex tasks and system/data dependencies
- Proficient in technology systems such as Excel, Word, Visio, and Outlook
- Ability to be assertive, provide direct feedback, and hold others accountable in a professional manner when necessary
- Must have a drive for continuous learning by being resourceful, proactive, and engaged
- High School Diploma or equivalent required
- Bachelor's Degree in related field or equivalent work experience preferred
- 2-4 years Experience supporting management in writing operational procedure/policy documentation required
- 2-4 years Experience working in a corporate office environment in a business support/enabling role required
- 0-2 years Experience leading or managing team members preferred
- 0-2 years Experience with Robotic Process Automation preferred
- Normal office environment subject to stressful situations
- Flexible schedule with possibility of working long hours including weekends/holidays, occasional overtime or split shifts may be required
- Limited travel may be required to support business needs
Vacancy expired!