Job Description

Ally and Your Career

Ally Financial only succeeds when its people do - and that's more than some cliche people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You're constantly evolving, so shouldn't your opportunities be, too?

The Opportunity

The Business Support Manager will provide support to the Ally Invest Customer Care senior leaders. The position will work as a liaison across multiple function areas such as Shared Services, Invest Operations, Risk Management, Compliance, Technology, L&D, and Product. Responsibilities will include the facilitation of planning, implementation and execution against strategic deliverables across the department, and taking point on problem solving efforts and projects to improve the client experience.

The Work Itself

* Lead planning and execution for Invest Customer Care cross-functional work such as strategy sessions, leadership meetings, and coordinated initiatives.
* Provide program management support for various projects and initiatives
* Lead departmental problem-solving sessions focused on improving efficiencies, addressing risk, and driving a better client experience through a strong collaboration with business partners.
* Be point for parsing data to drive strategic business insights and focus areas
* Develop and implement standard work processes across management and associate functions.
* Design and coordinate a departmental communication plan to improve effectiveness and increase associate engagement.
* Provide leadership support and tools to the management team for effective coaching as they address behaviors which are impacting performance and KPIs.
* Build and design planning presentations and business cases for various initiatives and communicate at all levels of the organization.
* Provide change management support to the service organization and establish guiding coalitions for change as needed

The Skills You Bring

Minimum Qualifications

* FINRA Series 7, and 63 required. Series 24 optional.
* 3+ years of experience working in the Brokerage industry
* 2+ years of Program Management experience
* Knowledge and experience with Lean Management Systems and Agile/Scrum practices
* Excellent written and oral communication skills and the ability to communicate at all levels of the organization.
* Exceptionable knowledge of FINRA regulations and service requirements
* Passion for delivering an exceptional experience to Ally Customers
* Commitment to teamwork, resolving conflicts productively, and developing long-term relationships
* Strong written and oral communication skills
* Ability to create PowerPoint presentations, Excel spreadsheets, and Word documents that clearly communicate Customer Care performance, status, and action items
* Strong managerial, coaching and decision-making skills
* Proven knowledge of call center management and ability to correlate and understand key operational metrics and concepts

Desired Qualifications

* demonstrated ability in brokerage experience
* 3 + years of experience with Lean Management Systems
* 3+ years of experience in leading Learning & Coaching strategies
* 3+ years management experience in a contact center
* Comprehensive and current knowledge of consumer financial products
* Highly developed conflict resolution and negotiation skills
* Learner attitude who is strategically curious and constantly thinking of different ways we can do things.
* Growth attitude who is able to quickly use mistakes and failures as opportunities for growth

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's total compensation -- or total rewards -- extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

* Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
* Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
* Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally and financially.
* Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and child care discounts.
* Work-Life Integration: other benefits including LifeMatters Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

Who We Are

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.