Description

Who We Are: Through our service brands Hyundai Motor Finance, Genesis Finance*, and Kia Motors Finance, we provide financial products tailored to meet the needs of Hyundai, Genesis, and Kia dealerships nationwide, including dealer inventory and facility financing. And, through these dealerships, we provide indirect vehicle financing and leasing solutions to over 1.7 million retail customers.

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative.

From our various engagement programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and thrive to be passionately invested in HCA's success.

Global One Company:

Many countries. One identity. Hyundai Capital has offices across the world, including China, Canada, the United Kingdom, Germany, Russia, Brazil and Korea. Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: light, collaboration, elements of nature and symmetry.

General Summary:

The Director, Call Center Operations, is primarily responsible for daily operations and people development of Customer Service Call Centers (GCS, Sitel), LEST, CARE Case Management teams while meeting compliance requirement in various responsible areas such as staffing, process improvement, policy update, operational & customer issue management and vendor management, etc. This position also leads the development of strategic goals and initiatives with collaboration with other functions within the department and other departments to achieve a seamless customer experience and operation efficiency; this includes supporting other departments as necessary to meet the business need.

Duties and Responsibilities:

1. Cultivate and instill a positive coaching culture within the department focusing on creating trust and psychological safety for all. Actively lead individual/team sessions to develop managers to become great performance coaches with a focus on continuous improvement. Foster environment of best practice sharing across the department.

2. Responsible for building functional operation performance dashboard in a concise and organized, management-friendly format; Determine the areas of success and opportunities; Identify short and long-term action items for improvement and effectively communicate to senior management.

3. Provide leadership of Call Center Operations team in implementing strategic initiatives based on Servicing & Loyalty department strategy roadmap designed to drive excellent customer service and customer loyalty. Work closely with other department Directors and HCA executives for the successful initiative implementation.

4. Provide intelligence and insights on Voice of Customers (VOCs) to relevant functions for short and long-term operation improvement via responsible customer-facing channels (i.e., CS Call Centers, LEST, Customer CARE).

5. Guide the team to challenge status quo P&P's (Policy & Procedure) and employ new practices for better customer experience, operation efficiency and compliance.

6. Guide the team to meet the compliance and audit requirements in all levels and aspects of operation in each respective area.

7. All Other Duties as assigned.

Knowledge and Skills:

• Ability to lead, motivate, and manage large, diverse, high-performing teams in both office and remote work settings

• Motivated to drive strategic advancement for the enterprise via continuous process improvements, project leadership, and subject matter expertise

• Ability to drive organizational change through cross-functional collaboration and influence

• Capacity to set key performance targets and deliver industry-leading performance results

• Capable of making difficult but informed decisions related to complex work processes and environments

• Ability to articulate clearly and communicate effectively to all levels of the organization, including agents, peers, senior executives, and global matrix partners

Qualifications

• 10 or more years of relevant management experience

• 5 or more years of Automotive Finance industry experience

• Bachelor's degree in Business Administration, Accounting, Economics, Finance, Statistics, Marketing or related experience

Physical Requirements and Working Condition:

Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here . This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information.We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA").

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at Privacy2@hcs.com .