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Manager, Servicing in Toronto at Hyundai Capital America

Date Posted: 6/26/2018

Job Snapshot

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    Not Specified
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Job Description

The Manager, Servicing will report into the Director, Servicing and Collections and is responsible for managing the day to day relationship with the BPO Vendor relating to all Servicing operations.  Emphasis will be placed on QA of analysts and monitoring of overall performance to the expected standards (SLA). 
  • Manage the relationship with the Serving BPO and develop a rapport with the assigned FTEs
  • Monitor respective performance statistics from the call center and compare to contracted SLAs
  • Perform QA on the call center and coordinate calibration meeting with BPO manager
  • Support Lease Transfer Analyst and Servicing analyst and respective workflows
  • Ensure appropriate back up is in place for volume peaks, vacation back up etc.
  • Develop QA structure for function and aggregate monthly end statistics
  • Update any policy, procedure and workflow documentation as required
  • Analyze workforce requirements to ensure that all previous planning is still relevant (no significant change that may affect call volumes etc.)
  • Prepare and maintain all necessary reporting for both in house and outsourced functions for review by Management
  • Coordinate all Service related reporting for HCS

  • University degree in Business or Finance or equivalent combination of education and experience
  • 5 years of relevant experience in a call center / customer service environment with contribution to strategy development, project planning, strategic analysis and call center management
  • Experience with call center technology including IVR, Call Monitoring, Workforce Management, Knowledge Management and survey software is preferred
  • Vendor management experience a plus
  • Ability to effectively communicate verbally to groups of all sizes and seniority
  • Proven ability to produce reports that are persuasive and logical
  • Bi-lingual French Canadian/English is preferred
  • Must have a valid G driver’s license and ability to travel to USA
  • Working knowledge of best practices used in Servicing 
  • Advance negotiation, problem solving, listening and interpretation skills
  • MS Excel skills are required; MS Access and MS SAS knowledge is a plus

Primary Location:  Canada-Ontario-Toronto
Work Locations:  
CAN - Toronto (HCCA)
123 Front Street West, 10th Floor
10th Floor
Toronto, M5J 2M3

Job:  Collections
Job Type:  Regular
Job Level:  Manager with Direct Reports
Schedule:  Full-time
Job Posting:  Jun 26, 2018