Manager, Servicing & Loyalty Analytics

Company: Hyundai Capital
Location: Newport Beach
Posted on: March 20, 2023

Job Description:

Job Description - Manager, Servicing & Loyalty Analytics (2300003G) Job Description Manager, Servicing & Loyalty Analytics - ( 2300003G ) Description Who We Are: - Through our service brands Hyundai Motor Finance, Genesis Finance*, and Kia Motors Finance, we provide financial products tailored to meet the needs of Hyundai, Genesis, and Kia dealerships nationwide, including dealer inventory and facility financing. And, through these dealerships, we provide indirect vehicle financing and leasing solutions to over 1.7 million retail customers. Employee Value Prop and Culture: - Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. - From our various engagement programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and thrive to be passionately invested in HCA's success. Global One Company: Many countries. One identity. Hyundai Capital has offices across the world, including China, Canada, the United Kingdom, Germany, Russia, Brazil and Korea. Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: light, collaboration, elements of nature and symmetry. General Summary: The Manager, Servicing & Loyalty Analytics is responsible for developing performance measurement, identifying opportunities for improvement, developing action items and facilitating progress with functional leaders. This role will also analyze customer feedback, e.g., surveys and complaints, and industry benchmarking results to objectively assess performance and functional maturity levels. In addition, this role will own the update of functional performance status to department/division management and headquarter counterparts. The performance management that this role gets involved in will be contact centers (GCS, Sykes) and servicing support (DLS, ATL, GCS, billing vendor (Creel), payment lock-box vendors, title vendor (STA), etc.) Duties and Responsibilities:

• Develop and prototype key success metrics for contact centers (GCS, Sykes) and servicing support (DLS, ATL, GCS, billing vendor (Creel), payment lock-box vendors, title vendor (STA), etc.).
• Provide analytic support to the department to understand root cause of change in performance and provide recommended solutions.
• Develop forecast and simulation models to support capacity, budget, and KPI planning for the department.
• Collaborate with CDO in developing performance reports for each contact center and servicing support & back office.
• Update functional performance status to department/division management and headquarter counterparts.
• Analyze customer feedback (e.g., call center surveys, complaints, etc.) and conduct competitor benchmarking analysis to measure HCA's maturity in each area.
• Perform all other duties as assigned. Knowledge and Skills:
  • Skill in MS Excel, SQL required and SAS, R, Python preferred
  • Written and verbal communication skills for executive presentations
  • Strong research analytical skills
  • Problem solving and critical thinking skills Qualifications
    • 6 or more years relevant quantitative analysis work experience
    • Statistical modeling experience in (SAS, R, Python) is a plus
    • Bachelor's Degree in Statistics, Mathematics, Economics, Operations Research, Computer Science, or related quantitative experience
    • Master's degree is a plus Physical Requirements and Working Condition: Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment. This notice only applies to our applicants who reside in the State of California. The latest version of our Privacy Policy can be found here . This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information.We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA"). - If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at Privacy2@hcs.com . Primary Location : United States-California-Newport Beach Work Locations : Headquarters 2 4000 MacArthur Blvd. Ste 1000 West Tower Newport Beach 92660

Keywords: Hyundai Capital, Newport Beach , Manager, Servicing & Loyalty Analytics, Executive , Newport Beach, California