Ally Financial Careers

You will coach and lead your team to help our customers, while working in a fun team environment. You'll go home feeling like you made a difference and watch your process, team and agent’s grow, develop and succeed. As a Team Lead, you'll spend your day assisting and guiding your team, with every day as an opportunity for you to help your team members better serve our customers. Lead and inspire Business Operations employees. Create an environment where all employees are focused on delivering excellence for the people we serve through timely and accurate completion of work, and innovative problem-solving including anticipation of needs. You will be a true owner of a specialty process that is critical to the company. As an owner, you can influence and support change to ensure the maximum efficiency, cost effectiveness and success all while maintaining compliance, legal and risk expectations.

• Demonstrate a high level of ethical standards and integrity.
• Set an example of commitment to the organization for other employees.
• Lead by example
• Provide daily direct/communication to employees/suppliers/leadership and business partners (IT, Compliance, Legal and Risk) to ensure administrative tasks and functions are performed efficiently.
• Continuously improving year over year expense results by improving processes, increasing productivity, introducing new technologies, and effectively managing vendor relationships.
• Provides effective leadership to department employees to improve career development, reduce attrition/absenteeism, improve productivity, and increase employee satisfaction as measured by the annual engagement results.
• Ensures rigorous quality checks are in place and monitored, control and compliance programs are updated to include an ongoing control/compliance self-assessment process. React quickly when any issue may arise.
• Maintain knowledge/documentation of policies and procedures in order to research/handle escalated/complex issues and to accurately respond to employees, suppliers, leadership and customers’ inquiries.
• Monitor and speak to process volume/performance, identify unusual volume fluctuations, variances and process performance deterioration.
• Develop action plans to reverse negative trends for agents and well as for the process.
• Recommend and encourage employees/suppliers to seek innovative improvements to processes in order to improve team performance and effectiveness.
• Ensure employees/suppliers have appropriate training and other resources to perform their job tasks/functions at the level expected and manage up to the expectation or termination when necessary.
• Provide monthly performance and leadership skill feedback/coaching to agents consistently.
• Provide monthly process specific performance and action items (when needed) to management
• Open and monitor Jira tickets when issues/defects are identified and changes or enhancements are needed.
• Provide information for CLP Pep Rally and Monthly Business Review meetings.
• Establish practice and processes that support departmental standards, site and company policies, procedures, standards and strategic goals/directives.
• Ability to lead large and complex teams.
• Respond to and resolve employee relations, if applicable, and performance issues according to established company policies.
• Write and administer performance reviews and HR documents required for corrective action up to termination.
• Ability to work and build relationships with multiple external suppliers.
• Manage fulfillment activities to ensure they are within compliance and legal expectations and identify any gaps in the process that require a better solution (or work around)
• Coordinate working relationships with leaders in all areas that create inputs for our fulfillment and other processes.

• HS diploma or equivalent required.
• Associate / Bachelor's degree in business related discipline preferred. 4+ years in customer service, Loss Mitigation or financial services industry is preferred. Prior leadership experience is needed.
• Project management skills, strong leadership skills and excellent communication skills (oral and written).
• Ability to effectively partner across business units to achieve targeted results.
• Represent the organization in a professional manner; demonstrate a high level of ethical standards and integrity.
• Special skills/abilities/competencies required:
• Highly developed critical thinking skills and analytical capabilities
• Ability to find solid solutions to issues/gaps/defects when needed
• High level of interpersonal and oral/written communication skills
• Proven leadership and people development skills (preferred)
• Knowledge of Ally systems (Advantage, Shaw, salesforce, iRepo, etc) (preferred)
• Strong process management skills
• Proven ability to manage technology dependent processes
• Ability to multitask
• Familiar with company policies – procedures (preferred)
• Attention to detail
• Ability to effectively coach and develop
• Professional phone etiquette.
• Conflict resolution skills
• Negotiation skills
• Industry knowledge
• Change - time management skills
• Process improvement skills
• Proficiency in managing a department (preferred)
• Product knowledge
• Decision Making Ability