• LAO SC Customer Service, Training & Quality Manager

    Job Locations MX-Nuevo Leon | MX-NLE-Monterrey
    Requisition ID
    Employee Type
    Full Time-Regular
    Customer Experience / Customer Service
    Not Applicable
  • Overview

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    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


    Position Highlights

    • Reports to the Director of the Latin America Servicing Center
    • Two supervisory level will report directly to this Manager
    • Responsible for an outsourced structure of +100 employees supported through our global servicing vendor
    • Relation with all Countries (MX, CO, CH) Managers surrounding Customer Service areas, Operations Directors, and Managing Directors


    General Objectives & Responsibilities

    • Ensure performance in the Customer Service, Quality and Training areas according to business needs and contract definitions
    • Ensure KPI´s fulfillment according to business plan definitions and goals defined by the organization
    • Develop, support and present the annual Business Plan for the Customer Service, Quality and Training areas with the support of Ops Planning area at LAO SC
    • Create a positive working environment for its team and the countries supported through the Servicing Center
    • Propose and implement new ideas to continuously improve service and experience to our Customers and Dealers
    • Support and participate actively on the implementation of the Customer Experience initiatives of the organization
    • Define and ensure the capacity (FTE´s) structure to properly support the Latin American countries in all Customer Service related activities
    • Ensure all Customer Experience metrics (NPS, CES, Csat) are measured and executed according to business needs
    • Develop all necessary actions to identify and improve service for unsatisfied customers and detractors observed through our channels and/or surveys
    • Maintain a proper Training structure for all the new resources (FTE´s) entering the Servicing Center
    • Ensure complete adherence to regulations, policies and internal controls surrounding the Customer Service activities
    • Work with Process Excellence area to ensure continual improvement of processes and activities, along with the maintenance of a cost-efficient structure
    • Work with the Customer Service areas of the Latin America Countries


    • Education required: Bachelor’s Degree in Business Administration or Marketing or Economy or Engineering
    • Master Degree (Business Administration or Marketing or Economy)
    • Fluent in Spanish and English
    • Minimum 10 years of working experience
    • Minimum 5 years of experience in Customer Service or Customer Experience Departments
    • Minimum 5 years of experience in leading teams
    • Minimum 5 years of experience in contact center and/or servicing structures
    • Previous experience in organizations with matrix structures
    • Strong Influencing , Leadership & Negotiating Skills
    • Drive for results
    • Strong Decision Quality
    • Ability to lead with ambiguity
    • Customer Experience metrics (NPS, Customer Effort, C Sat)
    • MS Office ( MS Excel, MS Power Point, MS Word, MS Outlook)


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