Sr. Manager, Loss Mitigation

Hyundai Capital America - Atlanta, GA

Full-time - Manager

Atlanta, GA

Credit Intermediation and Related Activities

About the position

The Manager, Loss Mitigation is primarily responsible for overseeing all activities for the collection floor for their areas of responsibility. This position is directly responsible for creating strategies and structure to support achievement of collection goals following Hyundai Capital America business practices and policies. The Sr. Manager role is also responsible for supporting a coaching culture environment focused on incremental improvement in behaviors and performance. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

Responsibilities

• Directly manage assigned Collection teams to drive optimum performance.
• Responsible for maintaining the appropriate staffing levels and schedules to meet daily expectations in production.
• Monitor daily performance and productivity reports and collaborate with front line managers to address opportunities in performance.
• Partner with Managers to adhere to Corrective Action Program guidelines and activities.
• Develop front line managers to effectively analyze data and develop actionable plans to address areas of opportunity.
• Actively lead individual/team coaching sessions with a focus on developing relationships that encourage reflection and help team members to improve performance, personal effectiveness and impact.
• Engage with team members in a proactive and positive manner during coaching sessions to co-create solutions through effective two-way conversations.
• Participate in department level performance coaching initiatives and individual coaching sessions with leadership.
• Hold team members accountable for performance and behaviors as outlined in Company and Department policies and procedures.
• Collaborate with Employee Relations to ensure that proper corrective action process is followed in a timely manner.
• Identify, communicate, and implement process improvement initiatives.
• Encourage process improvement ideas from all employees within the department.
• Support Projects and Collection Department Strategies.
• Ensure department is compliant with weekly and monthly compliance audits.
• Drive strategies and training initiatives focused on meeting monthly QM goals to minimize compliance violations.
• Identify trends and implement strategies to address behaviors observed by direct reports that do not support effective leadership and support of their team's success.
• Perform all other duties as assigned.

Requirements

• Minimum 8 years progressive experience in a call center environment including cross functional responsibility in Collections, Servicing, Credit and/or Funding roles.
• Minimum 3 years of leadership management experience in a call center environment.
• B.A. or B.S. degree in Business or Finance or equivalent experience.
• Strong communication skills - Ability to communicate verbally to groups of all sizes and produce persuasive and logical written documents.
• Working knowledge of call center technology.
• Understanding of team dynamics and techniques to build strong teams.
• Strong listening and interpretation skills.
• Intermediate MS Excel skills are required; MS Access knowledge is a plus.

Nice-to-haves

• Forecasting and data mining skills are preferred.

Benefits

• Medical, Dental and Vision plans that include no-cost and low-cost plan options.
• Immediate 401(k) matching and vesting.
• Vehicle purchase and lease discounts plus monthly vehicle allowances.
• Paid Volunteer Time Off with company donation to a charity of your choice.
• Tuition reimbursement.