At Ford Credit, we believe that every customer deserves an exceptional automotive financing experience. Our employees are empowered customer advocates and auto-financing experts here to assist our customers through their auto-financing journeys. We aspire to make servicing a reason that customers choose to stay with Ford.
**Required Skills**:
- Operational Management: Ability to analyze performance data and implement process improvements to achieve key metrics. Proficiency with relevant performance monitoring tools is essential.
- Team Leadership and Development: Demonstrated ability to coach, mentor, and provide performance feedback effectively. Experience in talent development and career progression planning is highly valued.
- Quality Assurance: Proven ability to maintain high standards of quality and compliance.
- Compliance: Meticulous attention to detail and a commitment to maintaining compliance standards are essential.
- Communications and Collaboration: Proven ability to build strong working relationships across different departments and levels.
- Data Analysis: Ability to interpret data, identify trends, and make informed decisions based on evidence.
**Key Responsibilities**:
- Direct actions and manage processes to achieve budgeted metrics with highest focus on operational metrics (ACD-In + Available, Average Handle Time, Calls Per Hour), Quality Assurance (QA),



Net Promoter Score (NPS), and Ford Voice.
- Ensure all assigned daily tasks and workload are completed accurately, timely, and per procedure.
- Develop Team Leader competency and effectiveness in coaching, performance feedback, supervisor policy, business acumen, leadership skills and time management.
- Ensure procedural compliance throughout department operations to achieve "Compliant" ratings on all General Audit and Control (GAC) reviews.
- Lead/support the Customer Service Center of Excellence (COE) to drive process improvements and best practices to further optimize center performance.
- Hold regular meetings (department, team, 1:1) to share information, train, motivate and improve team dynamics.
- Build linkage between Ford Business Solutions (FBS) and Ford Credit Customer Service Operations; share key metrics and provide mutual feedback to improve overall operating results.
- Provide leadership in community service activities.
- Develop appropriate training plans and ensure training is available and delivered to assigned employees.
- Hold regular career development sessions with assigned employees and work to develop areas of need.
- Coach and counsel employees.
- Ensure all PII and Company Confidential information is handled and secured properly.

📌 Cs Operations Manager (Naucalpan de Juárez)
🏢 Ford Motor
📍 Naucalpan de Juárez