Operations SBCX Team Lead

We are Daimler Financial Services Mexico, a branch of the Daimler Trucks group, and we offer financial solutions that adapt to the needs of our distributors, clients, and market.

With over 25 years in Mexico, we have focused on building an excellent reputation of service; and to achieve that, we have relied on technological innovation, digital evolution, and a customer-oriented approach.

We are committed to offering excellent financial services that give value to our trademarks, distributors, clients, collaborators, and all our community where we live and work.

Operations SBCX Team Lead

Daimler Truck, a leading and pioneering group worldwide in the automotive industry with more than 120 years and presence in more than 200 countries. In Mexico it has the divisions of: Daimler Truck, Daimler Truck Buses and Daimler Truck Financial Services.
In our people, we can reflect our corporate values: Our customers success is our success, moving at the speed of right, one team best team, and we are looking for highly committed individuals to join the group in an environment of diversity and constant challenges.

Objective of the position:
Enhance the quality strategies, training initiatives, and compliance efforts within the NASC Operations department. Aim to optimize service quality by evaluating internal/external interactions and offering ongoing feedback to both management and team members. Contribute to the compliance program by performing internal assessments of established procedures.

Indispensable Requirements (Candidates who do not meet these requirements may be discarded):

• Proven track record of meeting targets, streamlining processes, and developing high-performing teams.
• 2–4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment.
• Microsoft Office Suite: Excel, PowerPoint, Outlook
• Power BI (desirable)
• Analysis and strategizing capabilities
• English level: C1+

Soft Skills:

•         Management and development of teams

•         Customer Focus

•         Flexibility and Adapting to Change

•         Open Communications

•         Continuous Quality/Performance improvement

•         Creativity and Innovation

•         Conflict Management

•         Develops Talent

Academic Knowledge: Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience.

 

At Daimler Truck we are united in our purpose “We work for all who keep the world moving”. This motivates us to pursue our common goal: leading sustainable transportation. However, our impact as a global transportation company depends entirely on the impact of each individual at Daimler Truck. That’s why we ensure that our people are encouraged and empowered to show their full impact.

We promote diversity and stand for an inclusive corporate culture. We value the individual strengths of our employees, because these lead to the best team performance and thus to the success of our company.

You can be your true self at Daimler Truck. Inclusion and equal opportunities are important to us. We welcome applications from people of all cultures, generations, physical appearance, phases of life, sexual orientation, gender identity, sexual expression, people with disabilities and people from any underrepresented group.

 

Main Functions:

• Daily Operations - Manage the daily activities, schedules, and goal / performance operational objectives of the team specific to a given functional area. Evaluate business metrics and agent performance to identify areas of deficiencies and address such items with a customized solution. Monitor calls to ensure quality and performance expectations are met. Assist with escalated calls and follow-through on all approvals according to the limits of authority. Lead team in providing quality service to internal and external customers. Work closely with other department Team Leaders to ensure smooth operation of the department, escalating issues when necessary, providing feedback on process opportunities. Establish and build relationships with our sales team and our dealer base when necessary
• Audit Support - Provide support for internal and external audit evidence requests such as Corporate Audit, Risk Review, CFPB, ABS, KPMG and State exams. Conduct external vendor audits.
• Coaching and Development - Provide leadership and employee development through coaching, huddles, side-by-side assistance and training. Execute management activities, including but not limited to, performance appraisals, interviews and talent selection, productivity monitoring, developmental discussions, and disciplinary actions. Provide reward and recognition to employees. Ensure the technical training and development of team members. Provide one-on-one performance feedback on a regular basis, as well as semi-annual performance reviews. Review calls and provide on the spot training to agents
• Communication - Provide regular proactive updates to Call Center Management regarding compliance findings, business process issues, personnel issues, developmental opportunities within the team, and status of process changes being implemented, etc.
• Customer Service Group Inbox Management – Manage the Collections team shared mailbox by reviewing, categorizing, assigning, and tracking incoming emails, requests, and cases. Ensure timely responses, prioritize urgent matters, route inquiries to the appropriate teams, and maintain effective communication to support prompt resolution and service level compliance.
• Customer Service Suspense Queue – Review and manage unapplied funds held in the General Suspense queue when a payment has been received but cannot yet be matched to a specific customer account. Research payment details, identify the correct account, and ensure funds are properly posted to minimize posting delays and account discrepancies.
• ALFA AR16 Cases – Review assigned AR16 cases, contact customers as needed, gather and verify required information, document all interactions, and take appropriate actions to resolve and complete the case in accordance with established procedures and service standards.
• Reports – Generate, review, and analyze operational reports to identify accounts requiring attention. Collaborate with agents to distribute workloads, assign accounts based on business needs, document actions taken within the system, and communicate report results, account assignments, or required follow-up activities through email and other established channels.

 

#Trucks

Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies.
At Daimler Financial Services, we value the diversity between our employees.

In order to enrich the culture, acknowledges the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance. Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies.

At Daimler Financial Services, we value the diversity between our employees.

In order to enrich the culture, acknowledges the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance.

Additional Information