Manager, Customer Experience Team - Stellantis Financial Services US

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Customer Experience Team (CET) Manager will be responsible for overseeing daily operations of the CET department, by directing the work of employees within the department by leading and overseeing their day-to-day activities.

Essential Job Duties and Responsibilities:

• Oversees Team Managers to ensure various administrative functions such as timecards and quarterly/annual performance reviews are completed.
• Manages complex complaints to ensure complaints are handled in accordance with the polices and procedures to ensure compliance with national targets.
• Analyze productivity and quality reports and develops complaint handling, root cause analysis, and corrective action plan strategies that improve customer experience, keeping profitability and efficiency in mind.
• Collaborate with internal business lines to recommend changes that improve customer experience and reduce operation costs.
• Partner with Compliance department to ensure complaint handling objectives are met.
• Work with business lines, Training, and Compliance to ensure all training materials and activities on frontline agent complaint handling is updated.
• Ensures effective management of corrective action plans based on root cause analysis provided by the CET group, holding business lines responsible for committed corrective action plans that produces business improvements to customer experience.
• Performs other ad-hoc duties as assigned.

Additional Responsibilities Perform the above-referenced essential duties and responsibilities as well as assist in directing the work of employees assigned to the department by leading and overseeing their day-to-day activities and work schedules and by providing work-related guidance to the CET team in accordance with the Company’s policies and procedures. This position has the authority to lead, oversee and direct the day-to-day work of assigned employees and to report work assessments to management, and has the authority to take the following actions: hire an employee, fire an employee, promote, or demote an employee, discipline an employee in a formal manner, reassign an employee, or alter benefits of an employee. All such decisions shall be made by the responsible senior manager(s) in consultation with the Human Resources Department.

Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience:

• Minimum 5 years’ Customer Service, Compliance, or Complaint Management experience.
• Minimum 3 years’ supervisory experience.

Education:

• High school diploma and or/GED.

Skills Required:

• Strong leadership and team management abilities.
• Proven experience in customer service, account management, or a related role.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Ability to analyze data and identify trends to improve customer experience.
• Familiarity with customer relationship management (CRM) software.
• Proficient in using Microsoft Office Suite.

Qualifications Preferred:

• Education – Bachelor's degree preferred in Business Administration, or a related field.

Overtime required – N/A.

Travel 10-25% - is required.

Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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