Manager, Customer Advocacy

2 weeks ago


SaintLaurent, Canada VW Credit Full time

Canada-Quebec-St-Laurent

As the captive finance company of the Audi, Ducati and Volkswagen brands in Canada, VW Credit Canada, Inc., also known as Audi Finance and Volkswagen Finance, is a wholly owned subsidiary of VW Credit, Inc.

Audi Finance and Volkswagen Finance offers a wide range of leasing, retail financing and protection plans expertly tailored to meet the needs of our Customers. Additionally, we provide commercial financing products to Audi and Volkswagen Dealers to support expanding dealership capabilities and enhancing overall operations.

This role oversees the Customer Transition Management (customer onboardin / off boarding), Customer Experience Management and Risk Mitigation Management activities for the Canadian Market ensuring harmonization of processes between US & Canadian markets. This role focuses on enhancing and continuously improving processes and the quality of customer facing interactions through various channels as well as ensuring regulatory compliance while managing performance to meet department’s SLAs, maintain sound Risk Management practices to control delinquency and minimize losses. This position closely collaborates with Customer Engagement and Risk Leadership making sure Teams are aligned on objectives and strategy.

Key Responsibilites:
**Leadership**:

- Supports & creates a vibrant culture, philosophy, and strategy to promote excellent performance, continuous learning, employee engagement, and long-term business success in a remote work environment
- Develops effective plans for talent acquisition, employee development, and succession planning
- Works with Customer Engagement leadership to ensure all Customer Advocacy teams’ Supervisors are providing the appropriate level of coaching, training, development and motivation for their teams
- Manage relationships with major vendors and service providers to ensure they cost-effectively meet the needs of the organization in a socially and compliant manner.
- Implement action plans where necessary to improve Business Unit (employee/customer) satisfaction levels.

**Strategic**:

- Work with Director of Customer Operations NAR, to develop business strategy and define outcomes
- Ensure customer centricity is at the core of operations at all contact points by maintaining oversight on the customer financing journey in Canada.
- Lead strategic effort to increase harmonization of Customer facing processes across NAR region and leveraging possible synergies across markets (US - Can).
- Identify & mitigate risk exposure by proactively adjusting strategies in response to the changing economic, business, technological and regulatory environments

Operational
- Develop, implement and communicate initiatives that support departments’ objectives and KPIs (key performance indicators) in order to align to global corporate strategy. Monitor results and adapt plans to meet objectives
- Process ownership over area of responsibility: identify opportunities for improvement, recommend and implement changes in current policies and procedures while ensuring compliance with federal and provincial laws
- Work with various stakeholders to develop and implement projects and program rules to improve quality and productivity.
- Ensure departments perform according to established Policies and Guidelines and maintain sound risk management practices.
- Review and approve exceptions and/or transactions related to consumer accounts falling under the authority level and is responsible for overseeing the outcome of legal files in order to protect company assets.
- Owns business relationship with third party vendors providing services to support processes within Customer Advocacy activities

**Budget, Finance and Administration**:

- Develop and prepare Canada - Customer Advocacy department’s operating and headcount budgets for inclusion in VCCI’s annual planning round submission focusing on optimizing cost, efficiency and mitigating risk exposure
- Budget Accountability
- Administrative budget (overhead, staffing); $3.5M Cdn
- Operational budget (SG&A): $400K Cdn

**Education**
- Bachelor’s degree in business discipline (e.g. Finance, Accounting, Management, Math, etc.
- MBA - relevant master’s degree (preferred)

**Experience**
- 10+ years of related industry and or automotive experience
- 7+ years of experience leading a team responsible for customer servicing, staffing, employee development
- Proven success with cost & process optimization (preferred)

**Skills**
- Communication skills - interpersonal, presentation and written (French & English)
- Problem solving
- Analytical skills - using logic and reason, creative and strategic thinking
- Computer savvy - skilled in the use of software
- Influencing and negotiation skills
- Resource/Team management - ensuring efficient use of available capacity (planning and assignment of tasks)
- Customer Focus - dedicated to build loyalty among customers
- Creative / unconventional thinking
- Performanc



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