Description
Summary/Objective
The Manager, Servicing Vendor Management is responsible for overseeing the performance, operations, and strategic partnership of American Credit Acceptance's third-party servicing vendors. This role partners closely with internal Servicing leaders and offshore vendor leadership to ensure operational excellence, consistent execution of servicing strategies, compliance with company standards, and achievement of key business objectives.
The ideal candidate combines strong servicing operations knowledge with excellent relationship management, analytical, and leadership skills to drive continuous improvement across multiple teams and locations.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-
Manage the day-to-day relationship with third-party servicing vendor partners.
-
Monitor vendor performance through key performance indicators (KPIs), service level agreements (SLAs), quality metrics, productivity measures, and customer outcomes.
-
Partner with vendor leadership to identify performance gaps, develop action plans, and drive continuous improvement initiatives.
-
Ensure vendor operations align with ACA servicing policies, procedures, regulatory requirements, and customer experience expectations.
-
Communicate operational priorities, business strategies, and procedural updates to vendor leadership and ensure successful implementation.
-
Collaborate with internal Servicing leaders, Compliance, Training, Quality Assurance, Workforce Management, and other business partners to support operational objectives.
-
Analyze operational data and trends to identify risks, opportunities, and recommendations for improved performance.
-
Conduct regular business reviews with vendor leadership to evaluate performance and discuss strategic initiatives.
-
Assist with implementation of new processes, projects, and servicing initiatives impacting vendor operations.
-
Build strong working relationships with internal stakeholders and offshore partners to foster collaboration and accountability.
-
Travel to domestic and international vendor locations as needed to support business objectives.
-
Provide regular reporting and updates to senior leadership regarding vendor performance and operational health.
-
Perform other duties as assigned.
Qualifications
-
5+ years of experience in servicing operations, collections, customer service, or a related financial services environment.
-
3+ years of leadership, operations management, vendor management or business process oversight experience.
-
Fluency in both English and Spanish is required.
-
Experience in auto finance or consumer lending preferred.
-
Strong understanding of servicing operations, performance metrics, and operational best practices.
-
Excellent analytical, organizational, and problem-solving skills.
-
Strong written and verbal communication skills with the ability to influence stakeholders at multiple levels.
-
Ability to manage multiple priorities while working in a fast-paced environment.
-
Demonstrated ability to build collaborative relationships across geographically dispersed teams.
-
Strong systems aptitude and proficiency with Microsoft Office and operational reporting tools.
-
Bachelor's degree in Business, Finance, or a related field preferred.
-
Demonstrated ability to effectively lead and motivate a team Bilingual Spanish/English is preferred
Supervisory Responsibility
This position may supervise ACA associates and provides operational leadership and performance oversight for third-party vendor partners.
Work Environment and Physical Demands
This position reports to the office and operates in a professional office environment. This role routinely uses standard office equipment including computers, phones, photocopiers, filing cabinets, and fax machines.
Position Type / Expected Hours of Work
This is a full-time position. Standard business hours are Monday through Friday; however, schedule flexibility may be required to support offshore operations across multiple time zones.
Travel
This position requires regular domestic and international travel to vendor partner locations. Travel may account for up to 50% of the role.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
California Privacy Notice
As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our
Employee Privacy Notice.
