Revisions Team Supervisor

General information

Ally and Your Career

The Opportunity

Lead and inspire a team of Revisions Specialists to deliver a world-class experience for our customers and stakeholders with the highest level of quality and efficiency within the processing of assumptions, TOLOs, and revision actions. Provide hands-on support and handle escalated calls in order to make sure we serve every customer interaction to the best of Ally's ability. Provide development, motivation, and recognition that results in a committed team. Create an environment of high performance by ensuring a presence of trust, goal alignment and peer support.

The Work Itself

• Partner closely with management and associate team.
• Partner closely with Human Resources and Recruiting to identify, recruit, hire, and develop Specialists.
• Help define and develop business processes with any vendors and internal partners.
• Establish and deliver Specialist performance objectives.
• Help prepare and present regular business performance reviews.
• Closely supervise, support, and empower team to serve Ally's Customers.
• Handle escalated calls and questions from Specialists.
• Meet and exceed targets for service level, quality, customer satisfaction, and process excellence.
• Develop and maintain thorough knowledge of policies and procedures.
• Manage staff.
• Provide daily direction and communication to Specialists to achieve operational objectives.
• Develop and coach Specialists.
• Provide performance feedback on a regular basis to each team member.
• Work with Quality Assurance to understand opportunities and develop sound control practices to ensure the highest quality output and minimize errors.
• Develop and maintain a strong sense of community and collaboration where staff work together to serve Ally's Customers, meet Ally's business objectives, and help each other grow.
• Partner with workforce management and leadership to obtain expected results.
• Ensure employee timekeeping and other HR portal functions are accurate; monitor policy and procedure compliance Team Activities.
• Provide reporting to management and communicate operational performance and conditions.
• Identify process improvement opportunities and partner with teammates to execute.
• Proactively seek out ways to develop and foster relationships and support team objectives.
• Partner on joint improvement and remediation activities in order to solve problems for Customers and other teams.
• Complete specialist approvals daily as required.

The Skills You Bring

• 1+ years of experience in contact centers, preferably in Auto Finance.
• Prior supervisory experience needed.
• Broad knowledge in Auto Finance.
• Strong managerial, and decision-making skills.
• Ability to create an environment which motivates a diverse group of staff members.
• High School diploma or equivalent required.
• Associate or Bachelor's degree in business-related discipline preferred
• Passion for delivering an exceptional experience to Ally Customers Commitment to teamwork, resolving conflicts productively, and developing long-term relationships.
• Strong work ethic and sense of urgency to complete objectives.
• Attention to detail & high quality assurance accountability.

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.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at hrpolicy@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.