04 Nov
Customer Experience Business Systems Manager I
Texas, Arlington , 76014 Arlington USA

Overview The Business Systems Manager I for Customer Experience Administration is responsible for enabling the delivery of best-in-class consumer and dealer experiences for GM Financial. This team member will assists with writing and executing test scripts for various systems. This role will also be responsible for analyzing policy and procedure guides that may need updating based on system enhancements. The Business Systems Manager I will research and identify system enhancements and fixes as well as process training opportunities identified through the Triage Tool. The Business Systems Manager I will also be required to learn business processes and procedures to link system defects to business processes. This team member will participate and collaborate with internal cross-functional teams and will seek to fully understand the day-to-day processes related to the servicing platform. This individual is expected to balance multiple competing projects simultaneously provide consistent updates and alerts to Senior Business System Managers as appropriate. Responsibilities

  • Analyze Customer Experience processes to identify improvement opportunities and assist in management decision making
  • Prepare and analyze research reports for use with prioritizing and ranking projects
  • Perform daily operations for processing Correspondence for both digital and written channels
  • Proactively analyze customer correspondence to identify and provide recommendations to make correspondence more customer centric
  • Identify policy and procedures impacted by system enhancements and work with business partners to ensure updates are implemented
  • Interface with business partners and peers to create cohesive processes for Customer Experience operational procedures
  • Research and identify opportunities for system enhancements
  • Foster open communication that welcomes information sharing, seeking input from others and valuing diverse viewpoints
  • Partner with business operations stakeholders, vendors, legal and compliance teams to define and deliver customer experience projects
  • Act as an advocate for the business, consumer and dealer customer by defining, creating, and delivering world-class customer experiences
  • Collaborate with Business Systems Support Analyst teams to determine project opportunities
  • Perform other duties as assigned
  • Conform with all company policies and procedures

  • Knowledge and understanding of GM Financial accounts, policy, and procedures
  • Knowledge of standard Project Management, Business Process Management and Quality Assurance methodology and practices
  • Some experience with vendor partnership is a plus
  • Extensive knowledge of GM Financial's core business functions and systems, with experience in several functional areas is a plus
  • Must embrace company principles and demonstrates understanding of GM Financial's and Customer Experience culture

  • Excellent verbal and written communication skills with the ability to effectively prepare and present information and respond to questions
  • Excellent prioritization, time management, organization, and follow-up skills
  • Analytical and Strategic thinking with the ability to evaluate and innovate
  • Strong written and verbal communication skills

  • High School Diploma or equivalent required
  • Bachelor's Degree in related field or equivalent work experience preferred

  • 2-3 years experience in business operations, preferably in an analytical capacity required
  • 2-3 years experience supporting management in analyzing operational procedure/policy preferred
  • 2-3 years experience working in a corporate office environment in a business support/enabling role preferred
  • 0-2 years customer relationship experience across multiple business functions preferred

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