VP Business Operations Transformation- GM Protection - GM Financial

Why GM Protection at GM Financial?

GM Protection’s mission is to be the preferred Finance and Insurance (F&I) partner for GM dealers to drive customer loyalty and increase GM dealer profitability. Our goal is to drive more F&I business to GM dealers by providing a comprehensive solution to vehicle protection that only the original equipment manufacturer can provide.

Our products provide customers peace of mind from the brands they know and trust, all while driving profit opportunities to GM Dealers. Selling GM Protection products on new, used and lease vehicles helps keep customers coming back to GM dealerships for Certified Service and maintenance beyond the warranty period, which fosters service profit opportunities as well as new vehicle sales in U.S. markets.

As the VP Claim Operations Transformation- GM Protection, you will be responsible for designing and implementing the operating model for vehicle service contract claims (VSCs). The business is experiencing exponential growth as it transforms into a full captive platform. In this role, you will design and document the key operational processes related to claims submission, adjudication, and payment. Additionally, you will be the business lead assisting in the selection of a technology platform to support these processes.

About the role:

• Conduct industry research on insurance and extended warranty administration operating models
• Develop, design, and implement the long-term target operating model for claims handling of the VSC business including the claims submission, claims adjudication, and payment processing
• Develop and oversee the implementation of the business requirements for claims handling within the chosen technology platform
• Oversee the identification, evaluation, and selection of any third-party technology partners required to achieve desired operating model
• Contribute to the organizational design of the operations team
• Participate in scaled agile framework (SAFe) ceremonies related to program increment planning and release scheduling for the Digital Protection Products
• Foster a continuous improvement and lean mindset to drive efficiency
• Perform other duties as assigned
• Conform with all company policies and procedures

What makes you an ideal candidate:

• Advanced knowledge of warranty or insurance related claims operations
• Knowledge of competitive environment and of the key industry leaders and the key vendors used to deliver administer warranty and ancillary products to dealers
• Knowledge of dealership and indirect auto finance industry operations
• Knowledge of Microsoft Office and Salesforce.com
• Understanding of warranty and protection products in captive automotive dealership financing
• Experience in technical field, lean and process mapping skills, customer experience, manufacturing knowledge and servicing skills preferred
• Ability to work with ambiguity and develop structure
• Strong leadership skills with an ability to coach, lead, motivate, interact, and influence others to support corporate goals and objectives

Education

• Bachelor’s Degree in related field or equivalent work experience required
• Master’s Degree preferred

Experience

• 10+ years working on operational teams in customer service, contract management, or claims required
• 7+ years of management and/or leadership experience required
• Experience in technical field, lean and process mapping skills, customer experience, manufacturing knowledge and servicing skills preferred
• Experience in building or converting warranty/insurance administrative systems preferred

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays. 

Our Culture: Our team members define and shape our culture. We have an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than. work — we thrive. 

Compensation: Competitive salary and bonus eligibility; this role is eligible for company vehicle program. 

Work Life Balance: Flexible hybrid work environment, 3-days a week in office. 

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