Sr. Manager, Speech Analytics

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 values-driven 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

Along with competitive pay as an employee of HCA you are eligible for the following 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

What to Expect

The Sr. Manager Speech Analytics is responsible for the execution of speech analytics initiatives within the Operations Division for performance management reporting GenAI development and report automation First Line of Defense (FLOD) Customer Impact Analysis reporting continuous improvement efforts and regulatory compliance. This role focuses on leveraging advanced speech analytics technologies to drive operational efficiency enhance customer experience and support compliance objectives.

What You Will Do

1. Lead and implement GenAI initiatives harnessing advanced generative AI technology to automate manual processes and deliver actionable insights to Operations leadership. Enable enhanced performance foster positive behavioral change and proactively reduce complaints by leveraging GenAI-driven solutions

2. Drive and oversee First Line of Defense initiatives by utilizing advanced speech analytics to strengthen compliance monitoring across the organization. Partner closely with business leaders to implement critical compliance strategies offering expert guidance and consultative support to ensure effective interpretation and application of speech analytics data

3. Design implement and refine speech analytics initiatives to uncover trends insights and opportunities for operational improvement

4. Present findings track key metrics establish data visualization tools and communicate progress on initiatives to executives and stakeholders across the business.

5. Lead mentor and develop team members by providing direction performance feedback and support to ensure effective collaboration professional growth and achievement of organizational and personal goals

What You Will Bring

Minimum 8 years progressive experience in contact center data analytics speech analytics reporting or operations management within financial services with proven success leading cross-functional medium to large department initiatives.

Minimum 3 years supervisory experience.

Nexidia Interaction Analytics experience preferred.

Automotive finance experience a plus

Bachelors degree in Analytics Business or Computer Science or related field; or equivalent work experience.

Masters Degree a plus.

Strong leadership and project management skills with proven ability to drive cross-departmental initiatives.

Expertise in speech analytics platforms and technologies with a working knowledge of regulatory requirements in financial services.

Conceptual thinking analytical and problem-solving abilities.

Proven experience with data visualization tools and using data and metrics to drive improvements.

Working knowledge of SQL Tableau GenAI and other database technologies to extract data to identify trends.

Demonstrated competency and passion for using GenAI tools.

Demonstrated experience in data models and reporting packages using speech analytics platforms.

Proven ability to summarize data and create compelling visuals and presentations to communicate key findings to stakeholders.

Proficient in Microsoft Office Suite (Word Excel PowerPoint Outlook).

Ability to successfully manage train develop and mentor direct reports.

Strong written and verbal communication skills; strong presentation skills to present to leadership.

Strong interpersonal skills to work in a team environment and build relationships with internal and external stakeholders

WORK ENVIRONMENT

Employees in this class are subject to extended periods of sitting standing and walking and using a computer. 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.

The latest version of our Privacy Policy can be foundhere. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at.