Why GMF?:
About the role: What you need:

• Bachelor’s degree (or equivalent) in Business Administration, Economics, Engineering or similar required
• Native Portuguese and Intermediate English
• Operational experience with vendor management knowledge
• Over 2 years’ experience in leadership position
• Knowledge of Financing and Consorcio products
• Knowledge of Office package (Excel, Power Point).
• Good negotiation and communication skills to handle trouble situations and support the customers at the same time.
• Analytic and decisive decision maker with the ability to prioritize and communicate to staff key objectives and tactics necessary to achieve organizational goals.
• Excellent presentation skills: ability to conduct working sessions with internal and external clients including leadership.
• Ability to work under pressure while keeping a high decision quality.
• Be proactive and lead change.
• Leadership skill to understands the strengths and development needs of the employees, encouraging a coaching culture in the team.
• Ability to analyze data and solve problems
• Strong sense of urgency

What you will be doing:

• Responsible for managing the Customer Service-back-office activities ensuring performance indicators are achieved.
• Ensure all Customer Service-Back-office activities and processes are performed according to corporate and local policies.
• Ensure adequate strategies and actions are in place to improve operational activities and support profitable business growth.
• Continuous drive to exceed KPI’s. Create reports and dashboards for senior leadership.
• Responsible for the management and performance of outsourced activities, including monitoring of SLAs and capacity plan analysis ensuring deliverables on time and with quality.
• Build and maintain close relationships with all internal departments in order to provide the best customer experience.
• Active participation in local and global projects involving the Customer Service area when required.
• Support on Customer Service business plan and budget management.
• Identifying opportunities for process improvement, generating revenue and/or reducing expenses.
• Managing exceptions requested by internal and external customers.
• Responsible for planning the organizational structure of the area, defining individual objectives for the team and leading them to meet the established goals. Identify top talent, provide coaching ensure development plans and retention strategies for the high-performance employees are in place.

What we offer: Disclaimer: Brazil - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status or disability.