Customer Service Manager - LAO Service Center

Job Description

The Latin America Service Center (LAO SC) Customer Service Manager will lead and be responsible for contact center’s Customer activities Service (inbound calls, chats and emails, as well as other channels that may implemented by GMF) for Mexico, Colombia and Chile. This professional will also overview all activities performed out of the Pachuca site and do the direct in-person relationship contact with the day-to-day Vendor management team.
The position is responsible for managing GMF´s servicing vendor for Customer Service activities, defining capacity planning, operational and Customer Experience KPI´s and metrics, including but not limited to transactional net promoter score (NPS), productivity, efficiency, quality, as well as agent scorecards definitions, measurement and improvement. The Manager has within its key activities the relationship with GMF´s branches in Latin America, as well as defining short and long term operational and servicing strategies for GMF.

Set the city of Pachuca, capital of the Hidalgo state (Mexico), as your place of residence and work.

Responsibilities

• Responsible for an outsourced structure of +150 employees supported through our regional servicing vendor.
• Relation with Latin American branches (Mexico, Colombia and Chile) management teams regarding Customer Service activities and procedures.
• Responsible for KPI and metric achievement related to Customer Service (e.g. Service Level, Abandon Rate, Average Speed of Answer, transactional NPS, Representative satisfaction, etc) through the definition of short, medium and long-term strategies in accordance to GM Financials’ objectives.
• Develop, support and ensure compliance with Business Plan definitions for Customer Service.
• Developing a positive work environment with the LAO SC team, branch stakeholders and servicing vendor.
• Work with the Customer Experience and Operational Excellence teams to implement and support the implementation of new projects/initiatives.
• Develop strategies and activities to accurately identify, manage and improve Customer Satisfaction.
• Ensure adherence to regulations, policies and internal controls related to the Customer Service activities.

Qualifications

• Bachelor’s Degree. Preferentially in Business Administration, Marketing, Economics or Engineering. Master Degree is a plus.
• Knowledege, including how to influence, the Call Center and Customer Experience metrics.
• Fluent in Spanish and english (will be evaluated during interviews).
• 5+ years of working experience in the retail finance industry.
• 2+ years of experience in Customer Service / Contact Center leadership roles.
• Leadership, Strong Decision Quality, Negotiating and Influencing skills.
• Ability to lead with ambiguity in a fast paced enviroment.
• MS Office ( MS Excel, MS Power Point, MS Word, MS Outlook)

GM Financial is an Equal Opportunity Employer we do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people's rights and freedoms

#Hybrid #LI-IE1

Job Info

• Job Identification 1962
• Job Category Contact Center
• Posting Date 03/17/2026, 03:56 PM
• Degree Level Bachelor's Degree
• Job Schedule Full time