Posted on 12-28-12
Company: Hyundai Capital America
Assistant Manager, Servicing Project Management
Location: Irvine, CA

Job title: Manager, Servicing Strategy
Location: 3161 Michelson Drive, Suite 1900 | Irvine, CA  92612
Number of Openings: 1
Requisition: CSI-12014

Essential functions of the position:
The Manager, Servicing Strategy is primarily responsible for the development of long term strategic initiatives related to the Voice of the Customer (VOC) and overall Servicing Strategy which includes our OEM partners, dealer partners, end customers, internal customers and our associate base. This position coordinates the development of strategic goals and initiatives with other HCA departments ensuring that the Voice of the Customer is consistent across the organization. The Manager, Servicing Strategy develops long term projects designed to enhance and support VOC initiatives and to reduce customer areas of concern. This manager works closely with the CARE team to develop survey and focus group results as well as works with other HCA teams and the OEM’s to ensure Voice of the Customer (VOC) meets the needs of the organization. The Manager, Servicing Strategy is responsible for reporting to senior management on VOC and VOC initiatives.

Develop long range goals and initiatives related to the Voice of the Customer for HCA. Working closely with key stakeholders, ensure that VOC related activities are on plan and report to senior management on the progress of these projects and initiatives.
Working closely with internal HCA teams, coordinate efforts to develop the global HCA VOC experience. Develop feedback from various sources, analyze both individually and collectively, propose recommendations for changes and improvements and monitor results of these changes.
Develop strategies specific to the Servicing Department and our customer base that enhance the VOC Customer Experience in accordance with the global design. Manage related projects, carry out tasks and develop reporting for the Division Head and senior management.
Work with the CARE team to develop strategies to solve specific customer issues (VOC) as developed through CARE, survey, focus groups, web and outside channels.
Lead the VOC working level committee maintaining focus on developing new VOC initiatives for consideration and reviewing team-level efforts to identify and solve VOC concerns including developing and maintaining feedback channels and reporting. Report to senior management on these efforts.
Prepare presentations to support recommended changes, new initiatives or enhancements. Support all positions with appropriate analysis and backup materials.
Develop reporting as required to support operations. Prepare ad-hoc analyses related to issues noted during review of operational reporting.
All other duties as assigned.

Secondary functions of the position:
Demonstrated skills in developing and implementing long range strategic initiatives related to VOC or related to customer service.
Excellent oral and written communication skills, including the ability to explain complex long range plans and effective present these plans to senior management. Must be able to apply this knowledge in the financial services environment.
Superior project management skills and demonstrated competency with research, analysis, and project leadership.
Demonstrated process improvement skills with an advanced ability to conceptualize and design new methods for practical application. Effectively manages and leads change.
Able to work well both as an individual contributor and as a team member. Strong interpersonal skills.
High degree of subject matter expertise in financial services industry particularly as it relates to the customer experience. Knowledge of how to impact the customer experience.
Effective multi-tasker with ability to rapidly learn systems and processes.
Skilled with project and presentation software including: PowerPoint, Visio, MS Project, Excel, Access, and Word.

Master’s degree in Business Administration, Accounting, Economics, Finance, or Statistics preferred.
5+ year’s relevant experience, automotive finance industry preferred.
Previous assignments that include development of long range strategic plans, approval through senior management and implementation

Hyundai takes great pride in providing its employees with a superior benefits package, including 100% employer paid medical and dental plans and a 401(k) with matching.

Contact information:
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