Position Purpose:

You will work in a Director role in Managed Servicing managing our support teams for all our clients including Lease Maturity Management (LMM), Liabilities, and Remarketing (RMK). Our focus is on delivering a profound experience for our clients through thought leadership, exceeding service standards, high quality service, accurate data, , and responsiveness. You will support business operations of some of the largest financial institutions in the United States.

Successful Directors in similar roles at defi are able to exceed the expectations of our clients, our team members and the enterprise. They have the ability to excel in a highly fluid and fast paced environment, have a strong quality focus and can effectively manage their department using all of ISO 9001:2015 standards. They have the ability to work with all functions including finance, IT, HR, product and sales in coordinating the delivery or enhancement of existing services and developing new offerings. They also respect the critical role of other departments.

Essential functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Be the voice, face, hands, and feet of defi
• Build strategies with people, technologies, and services that support a high performing organization
• Successfully lead multiple teams to achieve high customer service for our clients through accurate data, quality, and responsiveness.
• Develop and manage talent and have a production ready successor for all leadership positions.
• Successfully collaborate with other functional areas within defi to ensure client focus is maintained 100% of the time.
• Demonstrate innovative thinking and thought leadership by continuing to evaluate our service a. techniques and strategies and ensuring that they meet or exceed the needs of our clients and are the most efficient for defi.
• Create metrics to ensure that our service methodologies provide outstanding service that is reported and measured on a regular basis.
• Deliver a profound experience by exceeding 100% of client and internal SLA’s
• Manage client defined and internal service level results across multiple product lines using budget, forecasting, capacity planning, and resource allocation/workforce management best practices
• Partner with operations team to identify automation opportunities and develop and deploy bots using robotic process automation tools
• Lead a culture that results in high team member engagement.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Required education and experience:

• Bachelor’s degree required. Relevant equivalent work experience may be substituted for degree requirement.
• Minimum 5 years experience in auto finance or related industry
• Minimum 5 years experience managing direct reports
• Experience managing teams of 10 + people including managers
• Management experience in a collections environment
• Minimum 10 years experience directly servicing clients with a history of strong communication and effective client relationships at all levels within the client organization

Preferred education and experience:

• Call center management experience within an auto financial institution.

Additional eligibility requirements:

• Excellent verbal, written and group communication skills
• Ability to communicate with technical and non-technical audiences
• Proven ability to understand complex business and technical concepts and translate to the client or associate
• Excellent presentation skills
• Ability to work effectively and influence at all levels within the organization
• Ability to work independently and maintain tight deadlines
• Strong results orientation with demonstrated track record of success
• High degree of adaptability and flexibility
• Ability to analyze data and make it actionable

Travel required:

Potential for 30-50%

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.