Digital Operations Analyst

JOB DESCRIPTION

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture - an environment that welcomes new ideas, fosters integrity and creates a sense of community and belonging. Here we do more than work - we thrive.

Our Purpose: We pioneer the innovations that move and connect people to what matters

About the role

• Develop and maintain reporting and analysis for Digital Operations and CX workflows to improve efficiency and ensure compliance.
• Act as project manager for analysis and process improvement initiatives, ensuring timely delivery.
• Build strong relationships with customers and management by demonstrating industry knowledge and addressing operational issues.
• Proactively identify, troubleshoot, and resolve project-related challenges.
• Analyze customer experience and operational processes, recommending enhancements for continuous improvement.
• Prepare and maintain detailed records, reports, and presentations to support business decisions and ad hoc requests.
• Monitor project status, communicate updates to stakeholders, and ensure accuracy and timeliness of deliverables.
• Uphold company policies and regulatory requirements to protect organizational interests.

• Working knowledge of customer experience and contact center operations; auto finance experience preferred.
• Familiarity with state and federal regulations governing the auto finance industry.
• Strong understanding of policies for accurate documentation and third-party verifications.
• Committed to delivering exceptional customer service and driving operational efficiency.
• Demonstrates alignment with company principles and GM Financial's Customer Experience culture.
• Skilled in applying analysis, judgment, and logic for problem-solving and decision-making.
• Ability to build collaborative relationships with internal and external stakeholders.
• Capable of managing tasks independently in fast-paced and high-pressure environments.
• Proficient in Microsoft Word, PowerPoint, Excel, and project management tools.
• Detail-oriented with strong analytical, reporting, and communication skills (oral and written).

• 2-4 years auto finance experience Pref
• 5-7 years in a customer service environment or related work experience Pref
• Experience in auto finance a plus
• High School Diploma
• Bachelor's Degree or equivalent combination of education and experience Preferred