Manager Dialer Administration
Manager Dialer Administration
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Job Description
Who We Are
Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a valuesdriven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.
We Take Care of Our People
Medical Dental and Vision plans that include nocost and lowcost 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
What to Expect
The Manager Dialer Administration is primarily responsible for overseeing all production/monitoring activities for their assigned team including all activities pertaining to the support of HCA enterprise Dialer SMS and IB routing and intraday administration of our inhouse dialer including system configuration of daily dialer strategy monitoring performance and reporting. This position resides within the Collections Strategy & Performance Management Team and supports the Collection Recovery and any other HCA departments as necessary. This position will assist in managing key Collections & Recovery initiatives including inhouse and vendor placement strategies. This role will also interface on occasion with other department operations daily operations review and audit/compliance staff. The Manager will be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO.
All positions within the Operations Division are expected to collaborate crossdivisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.
What You Will Do
1. Team Management: Evaluate and manage team member performance via a robust suite of key performance indicators associate activity metrics and compliance statistics. Continuously monitor and adjust operational strategies to ensure process efficiency performance quality and compliance targets are achieved.
2. Performance Coaching: Cultivate and instill a positive performance coaching culture focusing on creating trust and building psychological safety for the entire staff. Actively lead individual and team sessions to develop associates. Foster an environment of best practice sharing across the department.
3. Support Weekly/Monthly adjustments to align with new and changing collection strategy configuration.
4. Engage collaboratively with our Strategy IT Audit and CDO teams to deliver upon assigned tasks.
5. Support all projects that directly involve dialer support.
6. Performance Management: Hold team members accountable for performance and behaviors as outlined in Company and Department policies and procedures; including but not limited to attendance performance prohibited conduct compliance and quality. Collaborate with Employee Relations to ensure that proper corrective action process is followed in a timely manner and ensure all tracking mechanisms are updated and accurate.
7. All other duties as assigned.
What You Will Bring
5 years of relevant experience in Dialer Operations or Dialer Administration within Financial Services or related areas.
Experience in the automotive finance industry collections or call center operations strongly preferred
Bachelors degree or equivalent combination of work experience and education.
Knowledge of collections or other call center operations particularly as it relates to system and operational workflow strategies and regulations.
Familiarity with application lifecycle administration and release cycle methodology.
Strong knowledge of operational systems operationally related software and business tools Microsoft products data analysis tools presentation software and data management disciplines a must.
Ability to work in a selfdirected manner with minimal direction or oversight.
Able to work well as a manger of direct reports and as a team member.
Work Environment
Employees in this class are subject to extended periods of sitting standing and walking vision to monitor and moderate noise levels. Work is performed in an office environment.
The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.
California Privacy Notice
This notice only applies to our applicants who reside in the State of California.
If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .
Required Experience:
Manager
Employment Type
Full-Time
