Supervisor, Process Optimization

Ally; Lewisville (TX); Hybrid; USD 55,000 - 95,000; Full time

Job summary

Ally is seeking a Supervisor, Process Optimization to lead a team that monitors process health, resolves customer complaints, and drives continuous improvement. You will leverage data, root cause analysis, and cross-functional partnerships to address issues, reduce risk, and enhance business performance.

You will oversee monitoring, testing, audits, and control assessments while collaborating with operations, technology, compliance, and vendor stakeholders.

Qualifications

• 3+ years of experience in process improvement, business analysis, operational risk, quality assurance, or related operational environment.
• 2+ years of people leadership experience, including coaching, performance management, and employee development.
• Experience conducting or overseeing process monitoring, testing, audits, quality reviews, or control assessments.
• Working knowledge of Excel, Power BI, SQL, or similar analytical and reporting tools.
• Strong problem-solving, root cause analysis, and decision-making skills.
• Strong communication, presentation, and stakeholder management skills.

Responsibilities

• Lead, coach, and develop a high-performing team responsible for process monitoring, complaint and dispute resolution, root cause analysis, and process improvement.
• Establish performance expectations, manage workloads, and drive accountability for team results.
• Manage the team's data analyst and ensure analytical resources are focused on key business priorities.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Oversee process monitoring, testing, quality reviews, customer complaints, disputes, and escalations to identify issues and opportunities.
• Lead root cause investigations and implement corrective actions with business, operations, technology, compliance, and vendors.
• Measure and validate the effectiveness of implemented solutions and present findings to leadership.
• Partner with internal teams and external partners to resolve issues and improve process performance.

Skills

Team leadership

Data analysis

Root cause analysis

Excel

Power BI

SQL

Stakeholder management

Communication

Education

Bachelor's degree in Business, Finance, Economics, Statistics, Mathematics, Computer Science, or related field

Tools

SQL

Power BI

Job description

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We love this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We love this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

Work Schedule

Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

The Supervisor, Process Optimization is a people leader responsible for overseeing a team that monitors process health, manages customer complaints and disputes, identifies process gaps, and drives continuous improvement. By leveraging data, root cause analysis, and cross-functional partnerships, this role ensures operational issues are identified, addressed, and resolved in a way that improves customer experience, reduces risk, and enhances business performance.

The Work Itself

Responsibilities

People Leadership

• Lead, coach, and develop a high-performing team responsible for process monitoring, complaint and dispute resolution, root cause analysis, and process improvement.
• Establish performance expectations, manage workloads, and drive accountability for team results.
• Manage the team's data analyst and ensure analytical resources are focused on key business priorities.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Own hiring, performance management, employee development, and succession planning activities.

Process Monitoring & Improvement

• Oversee process monitoring, testing, quality reviews, customer complaints, disputes, and escalations to identify operational issues, control gaps, and improvement opportunities.
• Lead root cause investigations to determine underlying drivers of recurring issues and emerging risks.
• Use data, reporting, and trend analysis to prioritize improvement opportunities and support decision-making.
• Develop and implement corrective actions in partnership with business, operations, technology, compliance, and vendor stakeholders.
• Measure and validate the effectiveness of implemented solutions to ensure sustainable results.
• Present findings, recommendations, and improvement outcomes to leadership.

Stakeholder Partnership

• Partner with internal teams and external partners to resolve issues, implement improvements, and improve overall process performance.
• Influence stakeholders across operations, compliance, risk, technology, customer service, and vendor management functions.
• Ensure compliance with company policies and regulatory requirements.
• Perform other duties as assigned by management.

Required Experience

• Minimum of three (3) years of experience in process improvement, business analysis, operational risk, quality assurance, audit, or a related operational environment.
• Minimum of two (2) years of people leadership experience, including coaching, performance management, and employee development.
• Experience conducting or overseeing process monitoring, testing, audits, quality reviews, or control assessments.
• Working knowledge of Excel, Power BI, SQL, or similar analytical and reporting tools.
• Strong problem-solving, root cause analysis, and decision-making skills.
• Strong communication, presentation, and stakeholder management skills.

Preferred

• Auto finance, financial services, or captive finance industry experience.
• Experience leading end-to-end process improvement initiatives.
• Experience with operational controls, risk management, quality assurance, or process governance programs.
• Familiarity with Lean, Six Sigma, process mapping, or other continuous improvement methodologies.

Education

• Bachelor's degree in Business, Finance, Economics, Statistics, Mathematics, Computer Science, or a related field, or equivalent experience.

Minimum Qualifications

• 1+ years of experience
• High school Diploma or GED equivalent

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

Time Away

Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).

Planning for the Future

plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.

Supporting your Health & Well-being

flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.

Building a Family

adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.

Work-Life Integration

other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

Other Compensations

depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

To view more detailed information about Ally's Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

Who We Are

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

In accordance with the Americans with Disabilities Act, if after review of the position expectations, you believe that you may need a medical accommodation to fulfill the duties of this role, please email [e-mail] with details of your accommodation request.

Base Pay Range

$55,000.00 - $95,000.00

An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Incentive Compensation

This position is eligible to participate in our annual incentive plan.