Latin America Servicing Center Director

Key Responsibilities

• 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.

Qualification & Requirements

• 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.

Benefits

No information available.