The Latin America Service Center (LAO SC) Customer Service, Quality & Training Manager will lead and be responsible over all contact center, e- service, quality, customer experience and training activities surrounding Mexico, Colombia and Chile operations supported from the Latin America Servicing Center and the new customer contact channels created through this area for the GMF LAO operations.
The Manager will be responsible for the area structure, processes, relationship with the Countries counter parties, capacity definitions, process improvement and for supporting short term and long term operational strategies defined for the Customer Service and Customer Experience areas in the organization that are supported at the Servicing Center. A special focus on bringing new ideas and supporting change is for huge importance of this role.
As part of its main duties, the employee will be also required to manage the activities and coordination with the global vendor (s) in relation to our Customer Service, Quality, Training and Customer Experience areas at the Servicing Center
General Objectives & Responsibilities