Back Office & Acquisitions Manager – LAO SC

GM Financial; Pachuca; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

GM Financial in Monterrey, Mexico, seeks a Latin America Operations Service Center Back Office & Acquisitions Manager to coordinate outsourced vendor work for Mexico, Colombia and Chile, ensuring smooth daily operations and alignment with country strategies.

The role leads a ~90-person outsourced team, ensures performance and quality, drives capacity planning, and partners with senior leaders to implement process improvements and cost controls.

Formación

• Fluent in Spanish and English.
• Understanding capacity planning, operational metrics, business planning/budget.
• Strong sense of urgency and high expectations for productivity and quality.
• Experience leading a team.

Responsabilidades

• Ensure the vendor complies with operational and administrative standards according to the service contract.
• Manage performance and services of an outsourced structure of ~90 people.
• Coordinate with Mexico, Colombia and Chile back-office and consumer credit leadership teams.
• Achieve objectives and metrics.
• Define and align capacity planning for each back office and country.
• Support and ensure compliance with the Business Plan budget.
• Foster a positive work environment within LAO SC team and vendor staff.
• Work with Operational Excellence to implement new projects and improve processes.
• Identify opportunities to improve efficiency in current processes.
• Ensure adherence to regulations and internal controls.

Conocimientos

Bilingual Spanish/English

Capacity planning

Operational metrics

Team leadership

Urgency/quality focus

Educación

Bachelor’s degree in Business / Economics / Engineering

Master’s degree (a plus)

Herramientas

AI tools (Copilot)

Descripción del empleo

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.

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. This position will be posted until filled.

Responsibilities

About the Role: The Latin America Operations Service Center’s Back Office & Acquisitions Manager is responsible for the execution of all collections and customer service’s Back-Office and Consumer Credit (Acquisitions) processes outsourced with a Vendor (in their facilities) and performed for Mexico, Colombia and Chile. Two (2) supervisors report to the position. Although the Vendor’s operations are in Pachuca (Hidalgo) and Mexico City, this position is in Monterrey, with periodical visits/trips to the Vendor’s facility. The position requires this professional to have a strong business relationship and team work with the leaders of Mexico, Colombia and Chile to be able to execute and coordinate the business strategy of each Country to perfection. Among the responsibilities are migration from the Countries and implementation of new processes, daily monitoring of volumes and performance, identify opportunities to increase efficiency (cost and productivity), propose and discuss changes to the processes, participate in the monthly capacity planning exercise, track the cost of processes and transactions and assure the quality of the service delivered by the Vendor.

In This Role You Will

• Ensuring the vendor complies with operational and administrative standards according to the service contract.
• Responsible for managing the performance and services of an outsourced structure of approximately 90 people supported by the Vendor.
• Relation with Mexico, Colombia and Chile business units’ Back-Office and Consumer Credit leadership teams.
• Responsible for objectives and metrics achievement.
• Responsible of defining and aligning capacity planning for each back office and consumer credit processes for each country.
• Develop, support and ensure compliance with Business Plan budget, without lose the primary focus on the quality of the services to be delivered.
• Developing a positive work environment within the LAO SC team, branch stakeholders and vendor’s employees.
• Work with the Operational Excellence team to implement and support the implementation of new projects/initiatives and to improve processes.
• Identify opportunities in current or new processes that make the business more efficient.
• Ensure adherence to regulations, policies and internal controls.

Qualifications

What makes You an ideal candidate?

• Fluent in Spanish and English.
• Understanding capacity planning, operational metrics business planning/budget.
• Strong sense of urgency and high level of expectation related to productivity and quality of the services delivered to the Countries.
• Previous experience leading a team a team.
• Working experience in Banking / Financial Services company is a plus.

Additional Knowledge And Skills

Working effectively within an AI enabled environment:

• Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
• Skills in evaluating AI outputs for accuracy, compliance, and bias
• Experience integrating AI into workflows to improve efficiency or insights
• Familiarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

Work Experience & Education

• Bachelor’s degree, preferentially in Business Administration, Marketing, Economics or Engineering. Master’s degree is a plus.
• 3+ years of experience in Customer Service or Consumer Credit activities.

GM Financial is an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.

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