GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.
The Director, Latin America Servicing Center (LAO SC) leads a multi‑country portfolio of operations spanning Collections, Consumer Servicing, Acquisitions, Back Office, Training & Quality, and MIS/Reporting. In this role you will oversee service delivery performed through 400+ vendor‑based personnel and GMF employees, ensuring customer experience, operational performance, digital enablement, and cost‑to‑serve improvements.
This influences cross‑functional strategy in partnership with Technology, Risk & Compliance, Finance, Consumer Risk, Fraud Risk, Legal, Process Excellence, and Country leadership.
- Set and execute the multi‑country servicing strategy (12–24 months), aligning with LATAM growth, customer expectations, and cost‑efficiency targets.
- Own service performance across Collections (0–90 days), Customer Service, Acquisitions, and Back Office, delivering SLA, NPS/CSAT, delinquency, cure rate, productivity, and digital‑containment goals.
- Govern and optimize vendor performance for 400+ outsourced FTEs, ensuring capacity planning, staffing models, quality, risk controls, and contract adherence.
- Standardize policies, processes, and KPI frameworks across markets.
- Steer cross‑functional integration with Technology (platform modernization), Risk/Compliance (controls & exam readiness), Finance (budget & ROI), and Country GMs (market nuances).
- Optimize cost‑to‑serve through process redesign, automation, analytics, and digital customer‑service strategies.
- De‑risk operations by strengthening audit readiness, control testing, regulatory alignment, and vendor business‑continuity plans.
- Scale nearshore shared‑services capabilities by identifying opportunities to migrate country processes into the Center with robust cost/quality analysis.
- Transform daily operational reporting into insights that drive proactive performance improvement and early detection of risk (“red‑flag trends”).
- Lead and develop a leadership team of Manager and establish a succession pipeline across.
- Champion cultural alignment, employee engagement, and cross‑country collaboration.
- Present performance dashboards, business plans, monthly capacity forecasts, and strategic recommendations directly to LATAM leadership.
- Shape and sustain a customer‑centric culture aligned with GMF values of integrity, excellence, and teamwork.
- Ensure vendor Business Recovery Plans are robust, tested, and aligned with enterprise continuity standards.
- 5+ years in servicing operations, or related activities, preferably within financial services
- Leading multi country, multi tower servicing or shared services operations is a plus.
- Proven leadership experience
- Proven success leading large vendor-based structures (300–500+ FTEs) and internal operations teams.
- Deep experience in Collections, Customer Service, Back Office, and customer experience improvement.
- Strong decision making, stakeholder influencing, and enterprise navigation skills.
- English (required), Spanish (required), Portuguese (preferred).
- Experience with regulatory compliance, audits, and risk control environments.
- Data driven approach—analytics, dashboards, KPI steering.
- Desirable: Experience with platform modernization, digital servicing, Lean/CI, AI assisted operations, or advanced analytics.
Desirable: Master's degree in business, Finance, Operations, or related field.
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At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities , where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community , while providing you with a competitive salary and benefits .
Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.
GM Financial is an Equal Opportunity Employer we do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people's rights and freedoms
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