Servicing Process Manager

 

Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes™, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson® motorcycles. HDFS manages over $2.2 billion in customer and dealer loans.

 

The HDFS facility in Carson City, Nevada offers a great work environment along with an ideal location.Located in the foothills of the Sierra Nevada Mountains it offers year round activities such as skiing, golf, hiking and you can do it all in the same day!

Benefits include:

Health/Dental/Vision starting at $30.00/month

401K with company matching

$7000/ year Tuition reimbursement

In-House workout facility and more..............

We are currently seeking a Servicing Process Manager to join our Operation Excellence Team.

Position Summary

The Servicing Process Manager oversees and directs business processes in multiple service teams, supporting and coordinating with Servicing management (and origination team members, as necessary). Within the framework of established customer service policies, the Manager implements, monitors and refines the operating systems including policies and procedures, operating structure, and information flow within and between groups to ensure that operations produce the required business results. The Manager actively coordinates selected activities of the group (detailed below).



This role also serves as a subject matter expert for members of the consumer servicing teams, providing detailed knowledge of Harley-Davidson Financial Services’ products and policies to provide support for complex or unique customer requests.



Primary Responsibilities

· Ensures consistent and effective processes across teams and the efficient use of customer service equipment

· Monitors outcomes across teams and initiates interventions (i.e., process refinement) and feedback sessions as necessary to improve/sustain performance

· Shares responsibility to ensure the volume of work produced meets service, quality and risk management standards

· Collaborates with Servicing management to plan and evaluate workflow to meet operational requirements; understands and deploys appropriate process and improvement tools to support efforts

· Collaborates with Origination Process Managers as necessary to ensure acceptable allocation of shared resources, and organized workflow between the origination and operations functions

· Leads and/or provides assistance to project teams (e.g., process improvement teams)

· Provides regular updates to management on the current working practices, sharing innovations to improve group performance

· Builds industry relations communicating technologies and operational concerns through industry networking.

· Monitors calls/activities as necessary to ensure that performance standards are being met

· Responsible for protecting employees, customers and corporate information. Follows established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.

· Maintains a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.



 

Job Requirements

Experience & Knowledge

4-6 years of relevant experience in related roles

Requires in-depth knowledge of the organization’s products/services

Competencies (Skills & Abilities)

Adherence to high ethical standards of truthfulness, honesty, and fairness

Actively communicates, listens and is skilled at conveying information and ideas

Seeks opportunities and new solutions and is able to anticipate trends and visualize the future

Invests in and develops others and aids in their personal and professional growth

Dedicated to anticipating and meeting or exceeding customer expectations and requirements

Bases actions on desired outcomes and achieves positive results

Inspires others through action or example to positively influence behaviors to meet or exceed common objectives

Ability to analyze service delivery and create strategies to improve results

Possesses exemplary analytical and statistical skills

Has a proven track record of driving process quality improvement

Able to manage projects or work as a subject matter expert to drive change and implement customer experience improvement initiatives

Self-motivated, professional and flexible with strong organizational and problem-solving skills

Strong process orientation, meeting facilitation and process mapping skills

Possesses quality focus

Recognizes and recommends operational improvements

Communicates well with all team members and management

Embrace and facilitate external focus

Able to operate with autonomy

Able to evaluate business circumstances and make appropriate operational decisions

 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

HDFS is an Equal Opportunity Employer