AVP Operational Excellence Servicing Modernization

Job Title

Operational Excellence Lead

Job Description

GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.

The Operational Excellence Lead will drive transformation by leveraging advanced technologies and methodologies. This includes applying AI and process mining tools to automate and optimize servicing operations, using data-driven insights to improve performance, and ensuring process standardization across countries. The role requires strong expertise in Design for Six Sigma (DFSS) to design robust, scalable processes and foster a culture of continuous improvement and innovation. The Lead will also champion change management and team upskilling to ensure successful adoption of new solutions.

Responsibilities

Operational Strategy & Execution

• Support defining and putting into action the Target Operating Model (TOM).
• Find and carry out process improvements that match transformation objectives.
• Ensure that new processes and systems are operationally ready and sustainable.
• Utilize AI and process mining to automate, analyze, and enhance servicing operations throughout Latin America.
• Use Design for Six Sigma (DFSS) to create strong, standardized processes and promote continuous improvement.
• Guide the adoption of emerging technologies and encourage ongoing learning to achieve successful transformation and operational excellence.

Process Optimization

• Directs initiatives on the servicing platform to enhance operational efficiency, champion process improvements, and align cross-functional teams with strategic optimization objectives.
• Leads Lean Six Sigma projects to streamline operations and minimize waste.
• Establishes standardized processes across multiple countries to ensure consistency and efficiency, while accommodating necessary local adaptations.
• Identifies and implements opportunities to achieve scale through workflow consolidation and optimization.
• Removes redundant procedures to drive greater operational efficiency.
• Utilizes technology to automate routine activities and improve productivity.
• Partners with IT and business stakeholders to ensure systems effectively support optimized and automated workflows.

Performance Management

• Establish and monitor KPIs to evaluate both operational efficiency and the success of transformation initiatives.
• Perform root cause analyses and introduce corrective measures to resolve any performance issues.
• Create dashboards and reporting tools that track ongoing progress and measure outcomes effectively.

Change Enablement

• Work with OCM to support process adoption.
• Train teams on improvement methods and tools.
• Promote change across the organization.

Cross-Functional Collaboration

• Collaborate with Workstream Leads, Vendors, and Country Operations to coordinate plans.
• Lead workshops and sessions to gather insights and ensure alignment.
• Assist with governance and update the Steering Committee as required.

Qualifications

What you need

• Education: Bachelor's degree required; Master's or Lean Six Sigma certification a plus.
• Experience: 7+ years in operational excellence, process improvement, or transformation (preferably in financial services or automotive finance). Demonstrated success leading cross-functional initiatives in matrixed settings.

Skills & Knowledge:

• Strong knowledge of Lean, Six Sigma, and continuous improvement methodologies
• Advanced proficiency in applying AI technologies and process mining tools to automate, analyze, and optimize business processes
• Experience with leading process mining platforms (e.g., Celonis, Microsoft Power Automate Process Mining, UiPath) to map workflows and identify improvement opportunities
• Strong knowledge of data-driven decision-making and predictive analytics for performance management and KPI optimization
• Expertise in Design for Six Sigma (DFSS), including methodologies such as DMADV, for designing robust, scalable, and standardized processes
• Demonstrated ability to lead cross-functional teams in Lean, Six Sigma, and continuous improvement initiatives across multiple countries
• Commitment to continuous learning, innovation, and effective change management in adopting new technologies and methodologies
• Ability to analyze complex data and translate insights into actionable strategies
• Excellent communication, facilitation, and stakeholder management skills
• Fluent in English and Spanish or Portuguese preferred

What we offer

At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.

Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.

Job Info

• Job Identification 1853
• Job Category Quality
• Degree Level Bachelor's Degree
• Job Schedule Full time
• Locations 200 Renaissance Center, Detroit, MI, 48265, US (Hybrid)