Manager, Quality & Process Improvement

Hyundai Capital; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Hyundai Capital Canada is seeking a Manager, Quality and Process Improvement to lead the Quality Assurance function within Operations and drive initiatives that improve quality and customer experience across Originations, Customer Care, Collections, and back-office functions.

You will develop automation use cases, including callbot, CRM screens, and customer portal, translating operational needs for IT teams while collaborating with cross-functional leaders to deliver scalable improvements.

Qualifications

• 6+ years in operational excellence, preferably auto finance or large-scale contact centers.
• Bachelor’s degree in Business, Engineering, or related field.
• Lean Six Sigma certification is an asset.

Responsibilities

• Lead the Quality Assurance function and drive process improvements for quality and customer experience across originations, customer care, collections and back-office.
• Develop use cases and user stories for automation initiatives including callbot, CRM screens, and customer portal; translate needs for IT teams.
• Collaborate with cross-functional teams to identify, prioritize, and implement improvements delivering measurable benefits.
• Lead change management for new processes and technologies, promoting transparency and engagement.

Job description

Job Description - Manager, Quality & Process Improvement (260000RZ)

Job Description

Manager, Quality & Process Improvement - ( 260000RZ )

Description

Who We Are: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our employee programs to the unique design of our offices, we strive to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud of their company, and deeply invested in HCCA’s success.

Global One Company: Many countries. One identity. Hyundai Capital has offices around the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our work environments follow consistent themes that represent our global values: simplicity, collaboration, symmetry, and elements of nature.

Position Details: The Manager, Quality and Process Improvement at HCCA will lead the Quality Assurance function within Operations and drive process improvements that focus on quality and customer experience. This role will drive best-in-class operational performance across Originations, Customer Care, Collections, and back-office functions. The Manager will play a key role in the implementation of operational standards, technology deployments, and scalable processes that enhance efficiency, consistency, and customer experience. This role will work in close collaboration with cross-functional Operation leaders to identify, develop, prioritize, and execute on process optimization, quality enhancement initiatives that drive measurable improvement in performance and quality. In addition to overseeing Quality Assurance, the Manager will lead the development of use cases and user stories for automation initiatives—including the callbot, CRM screens, and customer portal—translating operational needs for IT teams.

Duties and Responsibilities:

• Lead the day-to-day operations of the Quality Assurance function, which includes call monitoring, reporting and calibration, and identifying areas of improvements. Lead strategic initiatives to modernize QA operations through data analytics, establishing a forward-looking quality engineering roadmap. Collaborated cross-functionally to integrate AI-enhanced testing tools, resulting in measurable gains in efficiency, accuracy, and team productivity.
• Collaborate with cross-functional teams to identify, prioritize, and implement process improvements that enhance quality, customer experience, efficiency, and cost effectiveness. Lead the development of business use cases and user stories for automation initiatives, including the callbot, CRM screens, and customer portal, translating operational needs for IT. Ensure improvements and automation solutions align with business goals and deliver measurable benefits.
• Establish deep partnerships across cross-functional teams and external collaborators, aligning stakeholder priorities with organizational goals. Deliver high-value operational support and proactive guidance, serving as a go-to advisor for strategic initiatives and issue resolution. Enable agile decision-making by surfacing actionable insights, identifying risks early, and advocating for scalable, business-aligned solutions.
• Lead change management efforts related to new processes and technologies associated with projects in Operations. Develop change management strategies that promote transparency of context, minimize resistance, increase engagement, and ensure the sustainability of improvements.

Qualifications

Work Experience:

• 6+ years of experience in operational excellence, preferably within auto finance, captive finance, or large-scale contact center environments.

Education:

• Bachelor’s degree required in Business, Engineering, or a related field.
• Lean Six Sigma certified is an asset.

Knowledge, Skills & Abilities:

• Deep understanding of quality assurance practices, including scorecard creation, calibration, and reporting
• Experience supporting team members by providing coaching, performance management, and career development in a fast-paced environment
• Experience with data processing flowcharting techniques required
• Ability to understand complex business processes and translate into concise user stories supported by strong business use cases that demonstrates financial and operational value
• Exceptional skills in stakeholder management, communication, and facilitation.
• Proven track record of being a self-starter who can lead initiatives with minimal oversight.
• Comfortable working in agile and fast-paced environments, managing multiple priorities simultaneously.
• Write, optimize, and execute basic to intermediate SQL queries for reporting and supporting process improvement initiatives.

[Location Update] Effective June 2027, Hyundai Capital Canada’s head office will be relocated from downtown Toronto to the Airport Corporate Centre in Mississauga.

Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

This posting is for an active, existing vacancy. Hyundai Capital Canada is currently hiring for this role and applications are being reviewed as part of a live recruitment process.

Work Locations

CAN - Toronto 123 Front Street West, 10th Floor 10th Floor Toronto M5J 2M3