Manager, Dealer Support

About the role

At Hyundai Capital America (HCA), the Manager, Dealer Support leads the team that serves as the operational first contact for dealers via calls and dealer support inbox. They ensure issues related to funding, titles, contracts, and post-funding activities are resolved accurately, efficiently, and consistently. Additionally, this role is responsible for streamlining processes and ensuring best practices are applied consistently across the team members.

Responsibilities

• Manage daily operational activities, including managing KPIs, goals, and objectives to provide exceptional service to dealers, drive performance, and development.
• Provide monthly reports on team's KPIs and initiatives to senior management as directed.
• Coach team on complex dealer scenarios such as funding, titles, payoffs, and post-funding issues.
• Partner with various stakeholders across the business to close gaps.
• Provide appropriate reporting on dealer concerns and proactively analyze root cause and provide appropriate solutions.
• Ensure compliance to HCA policies and procedures through a systematic review of departmental activities, coordinating activities through Internal Audit, Compliance, QA, or HCS as appropriate.
• Proactively assess policies to ensure they meet corporate objectives and are in line with customer satisfaction goals.
• Coordinate and assist with operational initiatives to enhance servicing, productivity, and employee engagement.
• 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.

What You Will Bring To The Role

• Minimum 5-7 years' related experience in a customer service environment.
• 0-2 years supervisory or leading large projects.
• High School Diploma or GED required.
• Bachelor’s degree or equivalent work experience preferred.
• Proactive approach to problem-solving.
• Demonstrated skill set in identifying, researching, and solving problems.
• Experience in service-related disciplines.
• Ability to execute and deliver on KPI strategies.
• Understanding team dynamics and techniques to build strong teams.
• Exceptional time management skills, with the ability to multitask in a fast-paced environment while meeting established deadlines.
• Ability to thrive in a performance coaching environment.

Benefits

• Hybrid flexibility – 4 days in office, 1 day remote.
• Vehicle perks – monthly vehicle allowance plus purchase and lease discounts.
• Comprehensive health coverage – medical, dental, and vision plans.
• Employer-funded HSA contributions to help reduce healthcare costs.
• 401(k) with company match and immediate vesting from day one.
• 100% company-paid life and disability insurance.
• Wellbeing benefits including fitness and health resources.
• Leverage programs and career development that support continuous learning.
• Paid Volunteer Time Off and a company charitable donation in your honor.