Job Description

### Ally and Your Career

Ally Financial only succeeds when its people do - and thats 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. Youre constantly evolving, so shouldnt your opportunities be, too?

### The Opportunity

Lead and inspire customer care group employees in the consumer and/or dealer escalation teams. Create an environment where all employees are focused on delivering a low-effort experience for the customer and dealers we serve through timely and accurate completion of work, and innovative problem solving including anticipation of needs. Work collaboratively with Ally stakeholders to fulfill consumer and dealer needs and ensure corporate objectives and all compliance requirements are met (e.g., OPEX targets, cost-per targets, Call center Service Level, handle time and abandonment targets, process QA and call QC accuracy targets, customer/dealer satisfaction targets, Power Bi employee productivity targets, employee engagement and development targets, audit / regulatory review targets, etc.). Lead to succeed vs. managing to avoid failure. Develop a culturally rich learning environment with a high degree of employee engagement by soliciting input, feedback, and by being open to the ideas of others. Create an environment of high performance among employees by ensuring a presence of trust, goal alignment and peer support.

### The Work Itself

* Provide daily direction and communication to employees to ensure administrative tasks (consumer and dealer fulfillment, dealer/account executive emails) and call center functions are performed efficiently.
* Maintain knowledge of policies and procedures in order to research/handle escalated/complex issues and to accurately respond to employees, dealers and customers' inquiries.
* Understand and effectively educate team on all risks associated with processes managed and implement controls to mitigate any and all risks where none currently exist.
* Monitor process volume and performance, identify unusual volume fluctuations, variances and process performance deterioration; including action plan to reverse negative trends.
* Develop subordinate understanding of the drivers of utilization to ensure adherence to the process capacity plan.
* Identify process improvement opportunities and partner with stakeholders across business units to develop effective improvement plans and establish stronger partnerships that focus on improving the customer and dealer experience.
* Recommends and encourages employees to seek innovative improvements to processes in order to improve team performance and effectiveness.
* Ensure employees have appropriate training and other resources to perform their job task/functions.
* Participate in workforce management; involved in employee scheduling, internal employee rotations/cross-training efforts, and performance management.
* Respond to and resolve employee relations and performance issues according to established company policies.
* Provide performance feedback and coaching on a regular basis to each team member in a constructive manner. Write and administer performance reviews.
* Establish practice and processes that support departmental standards, site and company policies, procedures, standards and strategic goals/directives.
* Enhance organization reputation by accepting ownership for new, challenging and complex requests.
* Ensure employee timekeeping and other HR portal functions are accurate; monitor policy and procedure compliance; abide by the Code of Conduct and Ethics.
* Keep current with new organizational developments affecting the ability to provide low-effort customer account servicing and adherence to company policies by reviewing daily/weekly/monthly e-mail communications/alerts. Effectively and accurately communicates changes/impacts to subordinate staff.
* Find innovative solutions to more complex or difficult consumer and dealer issues with appropriate escalation to higher level staff.
* Coordinate and lead more complex projects and functions and execute with strategy and influence.
* Demonstrate a high level of ethical standards and integrity. Set an example of commitment to the organization for other employees. Accept responsibility for actions and results.
* Considered go to person within the site for specialists and other leaders.
* Recognized as a mentor/coach to others (including peers).
* Extensive knowledge and expertise in multiple processes/functions; able to navigate across the organization to find solutions.
* Able to lead large and complex teams with minimal employee relations issues.
* Consistently leads team to achieve top quartile results among peers.
* Ability to facilitate meetings/discussion in a group/team setting.
* Monitor operational metrics, observe trends and make process improvement recommendations. Work in tandem with the Business Process Excellence (BPE) team on process improvement projects (collect & analyze data).

### The Skills You Bring

* HS diploma or equivalent required.
* Associate or Bachelor's degree in business related field preferred.
* 4 + years in customer service or financial services industry is needed.
* Prior leadership experience is needed.
* Education may be used as a proxy for experience.
* Project management skills, strong leadership skills and excellent communication skills (oral and written)
* Ability to effectively partner across business units to achieve targeted results and help subordinate staff understand the up and downstream impacts of their job.
* Ability to function independently within a multi-task environment while mastering a variety of tasks and functions
* Encourage effective collaboration and problem solving; engage subordinates in decision making and brainstorming sessions.

### How Well 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 Allys 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.