Customer Care General Manager

VW CREDIT, INC
CUSTOMER CARE GENERAL MANAGER
POSITION ANNOUNCEMENT #5045
AUGUST 30, 2006

VW Credit, Inc. (VCI), a wholly owned subsidiary of Volkswagen of America, is a captive finance company that services customers, authorized dealers and their affiliated stores. Our organization provides competitive financial products and services to dealers and their customers across the U.S. and Canada. The Automotive Service Center in Libertyville, Illinois has an opening for a General Manager of Customer Care. This high-level position will report to the Director of Automotive Service Centers and is located in Libertyville, IL.

POSITION PURPOSE:

The senior-level Customer Care executive for the Chicago Service Center provides vision, leadership, and management for the Customer Care Team to help meet our goal of "Exceptional Customer Service". This position ensures an effective, efficient, productive, and cohesive operation that is responsive to customer needs and provides value to the customers and dealers, while remaining within targeted budget requirements. This position will also provide input and assistance to every other department in terms of developing and refining business processes that will best serve the needs of the customer and the company. This person will also be tasked with ensuring team members are recruited, developed and mentored with the competency and professionalism that builds trust and creates an environment that builds a strong workplace.

POSITION RESPONSIBILITIES

•Manages a staff of 1 – 2 Section Manager(s) and up to 6 Unit supervisors and a total of approximately 80 full-time employees plus temporaries involved in in-bound customer care phones, vehicle pay-off processing, support/imaging, and title administration.
•Manage operational budget of $7.8 million, and salary budget of $4.0 million
•Manage the development of strategies that will best assure the attainment of department and corporate goals.

Leadership/Development
•Develop and maintain a working team that consistently meets and exceed department’s goals
•Coach individuals to develop the skills they need for mutual success so they can flourish as they contribute to the success of the company in a changing environment
•Review and monitor established performance measurements of daily, weekly and monthly performance of individual, team and departmental objectives
•Monitor and evaluate all employees through an established performance review process
•Ensure the execution of necessary coaching and developmental opportunities in order to develop and motivate staff
•Identify training needs to attain and maintain best in class service and loss prevention
•Manage staffing and recruiting within department to insure appropriate level of trained employees and business needs
•Oversee the recruiting, hiring, training, staff development, call monitoring and coaching of new and existing customer care representatives.
•Develop a strategy for new hire training programs as well as continuing education programs for the Customer Care Department.
•Implement, deliver, and facilitate educational programs for the Training/Quality Team.
•Develop strategic plans and manage implementation for new and ongoing initiatives relative to people and performance.
•Disseminate policies to staff to ensure business objectives are understood.
•Develop and maintain effective employee communications - formally and informally.
•Ensure that employee ideas, questions, concerns, and complaints are quickly and effectively handled.
•Maintains aggressive employee programs that ensure the highest level of morale and productivity through proper employee development, through promotions, merit increases, performance appraisal, incentive programs, communications, leadership responsiveness, and challenging assignments.

Operations
•Direct the development of effective and efficient work systems, processes, procedures, and performance measurements - in order to keep pace with changes in business demands, technologies, and customer needs/demands.
•Utilize ACD phone tracking and reporting to analyze customer call volumes, abandonment rates and talk times for development and implementation of improvement plans for Customer Care
•Ensure high levels of productivity - and goal attainment.
•Contribute to improving corporate business processes and procedures.
•Present Customer Care overview, results, and strategic plan at organizational meetings
•Liaison with Legal and outside counsel to ensure compliance with company guidelines, and national, state and local laws
•Utilize eWorkforce Management models to staff according to forecasted workload.
•Direct the development of effective and efficient work systems, processes, procedures, and performance measurements - in order to keep pace with changes in business demands, technologies, and customer needs/demands.
•Ensure high levels of productivity - and goal attainment.
•Contribute to improving corporate business processes and procedures.

Process Improvement
•Develop and revise work systems, processes, procedures; assign and monitor projects to improve work environment and productivity
•Work closely with peers and colleagues in identifying and implementing process improvements that will lead to more effective management of the portfolio
•Manage the development of strategies that will best assure the attainment of the department and corporate goals
•Identify, initiate, and implement process improvement opportunities – includes leadership or participation on special project teams
•Oversight, counsel and participation in process improvement opportunities with Unit Supervisors
•Establish clearly defined performance metrics and performance improvement initiatives
•Identify skill gaps and initiate performance improvement processes with programs and curricula aligned with Customer Care business strategies

APPLICATION PROCESS

If you are interested in this position and meet the qualifications, please submit your personal information via the following on-line link.

https://secure.recruitingcenter.net/clients/vw_audi/PublicJobs/Canviewjobs.cfm
REQUIREMENTS
REQUIRED QUALIFICATIONS

Experience
•Minimum of 10 years Consumer Finance with good understanding of workflow through functions of customer accounts, customer service, finance/budget, document management, etc.
•Experience in developing work plans and budgets for large groups (+70) and projects
•Experience working on major project teams and project management leadership role
•Direct work experience in minimally 2 of the 4 different functional areas involved.
•Complete understanding of Service Center telephony system operation.
•Highly competent interpersonal communication skills
•Personal computer skills, Word, Excel

DESIRED QUALIFICATIONS

Education
•Bachelors and/or Masters Degree