Operations Support Analyst
2 weeks ago
Job Summary:
The Operations Support Analyst will report to the Manager, Operations Support and is responsible for providing support, process and performance analysis for the functions of Servicing related to Call Center Operations, Back Office and Citations, etc. The successful candidate will help the Manager, Operations Support oversee the day to day activities of the Servicing Vendor and work with the vendors management team both on-site and remotely to ensure employee and operations development; including: operational performance, staffing management, strategy execution and performance results reporting.
Key Responsibilities:
- Help oversee the daily operations of the servicing vendor to ensure they are meeting their daily, weekly and monthly key performance indicators.
- Assist the Manager, Customer Service Operations in working as a liaison between HCAs Servicing group and the servicing vendor to ensure fluid and consistent communication between both operations.
- Perform trend analysis and provide recommendations to ensure departmental results align with strategic vision.
- Assist with analysis, reporting, forecasting and effective use of business systems to drive process improvements with effective controls to drive Call Center Operations, Citations, Back Office and other processes as needed.
- Support Operations as needed in administration support, training, performance, escalation management, citations and back office support.
- Work closely with colleagues across Hyundai Capital America and other business partners, including: IT, Sales, Finance and others to drive improvement in quality, service, and profitability.
- Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
Requirements:
- Solid oral and written communication skills, must be able to influence using intellect and strong interpersonal skills, bilingual preferred.
- Must be detailed-oriented, demonstrate strong organizational and time management skills, have a positive attitude and a commitment to deliver quality analysis.
- Ability to understand analysis, reporting, technical processes and business systems.
- Ability to cross train junior team members, Successful track record of thriving in a dynamic and fast paced environment.
- Proficiency in Excel, Word, PowerPoint, and other MS Office products.
- Multi-tasking ability.
Qualifications:
- 3+ years related experience in financial institutions; finance companies, banking or equivalent work experience.
- Knowledge of loan and/or lease systems desirable.
- Bachelors degree or equivalent work experience.
Working Conditions:
Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.
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