Sr. Manager, Speech at Hyundai Capital Plano, Texas

Sr. Manager, Speech Analytics

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

Along with competitive pay, as an employee of HCA, you are eligible for the following benefits:

• Medical, Dental and Vision plans that include no-cost and low-cost plan options
• Immediate 401(k) matching and vesting
• Vehicle purchase and lease discounts plus monthly vehicle allowances
• Paid Volunteer Time Off with company donation to a charity of your choice
• Tuition reimbursement

The Sr. Manager, Speech Analytics is responsible for the execution of speech analytics initiatives within the Operations Division for performance management reporting, GenAI development and report automation, First Line of Defense (FLOD), Customer Impact Analysis reporting, continuous improvement efforts, and regulatory compliance. This role focuses on leveraging advanced speech analytics technologies to drive operational efficiency, enhance customer experience, and support compliance objectives.

What You Will Do:

• Lead and implement GenAI initiatives, harnessing advanced generative AI technology to automate manual processes and deliver actionable insights to Operations leadership.
• Drive and oversee First Line of Defense initiatives by utilizing advanced speech analytics to strengthen compliance monitoring across the organization.
• Design, implement, and refine speech analytics initiatives to uncover trends, insights, and opportunities for operational improvement.
• Present findings, track key metrics, establish data visualization tools and communicate progress on initiatives to executives and stakeholders across the business.
• Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Qualifications:

What You Will Bring:

• Minimum 8 years progressive experience in contact center data analytics, speech analytics, reporting or operations management within financial services with proven success leading cross-functional medium to large department initiatives.
• Minimum 3 years supervisory experience.
• Nexidia Interaction Analytics experience preferred.
• Automotive finance experience a plus.
• Bachelor's degree in Analytics, Business, or Computer Science or related field; or equivalent work experience.
• Master's Degree a plus.
• Strong leadership and project management skills, with proven ability to drive cross-departmental initiatives.
• Expertise in speech analytics platforms and technologies, with a working knowledge of regulatory requirements in financial services.
• Conceptual thinking, analytical and problem-solving abilities.
• Proven experience with data visualization tools, and using data and metrics to drive improvements.
• Working knowledge of SQL, Tableau, GenAI and other database technologies to extract data to identify trends.
• Demonstrated competency and passion for using GenAI tools.
• Demonstrated experience in data models and reporting packages using speech analytics platforms.
• Proven ability to summarize data and create compelling visuals and presentations to communicate key findings to stakeholders.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to successfully manage, train, develop and mentor direct reports.
• Strong written and verbal communication skills; strong presentation skills to present to leadership.
• Strong interpersonal skills to work in a team environment and build relationships with internal and external stakeholders.

Work Environment:

Employees in this class are subject to extended periods of sitting, standing and walking, and using a computer. Work is performed in an office environment.