GM Financial

Business Operations

• Responsible for all operational elements of the business
• Accountable for the integrity of financial transactions in partnership with accounting
• Accurate execution of dealer incentive and advance programs
• Driving enterprise process automation to scale operational efficiency and control
• Acts as the named contract manager for GM Protection primary product suppliers, directing vendor governance, service-level performance, and administration
• Responsible for mentoring, coaching, and development of operations team members

AVP Business Operations – GM Protection

Business Analyst

• Serve as the primary business owner for third‑party vendor solutions supporting Claims and Shared Services, ensuring alignment with operational and strategic objectives
• Identify operational needs and translate them into vendor strategies, solution roadmaps, and continuous improvement initiatives
• Support the intake, evaluation, and recommendation of new vendor solutions, including participation in vendor sourcing activities (RFI/RFP, due diligence, and selection) in partnership with Procurement and in alignment with enterprise governance, risk, and compliance requirements
• Manage vendor relationships and act as the primary liaison between vendors and internal stakeholders, driving effective communication, issue resolution, and service delivery excellence
• Establish, monitor, and report on vendor performance metrics, SLAs, and KPIs including cycle time, severity, leakage, customer experience, and operational throughput within the claims lifecycle
• Perform ongoing analysis of vendor performance, financial data, and operational trends to identify risks, cost-saving opportunities, and areas for improvement, and develop actionable strategies to address gaps
• Support and coordinate vendor due diligence, risk assessments, and ongoing monitoring activities, in collaboration with internal stakeholders and risk subject matter experts
• Maintain strong, collaborative relationships with business partners and vendors to support vendor oversight, strategic initiatives, and operational needs
• Support contract lifecycle activities, including tracking contract expirations, renewal schedules, amendments, and assisting with contract termination when necessary
• Assist with billing validation, audits, and compliance activities to ensure accuracy, adherence to contractual terms, and alignment with company policies
• Maintain accurate and complete vendor data within systems of record, including contracts, risk profiles, performance metrics, and services provided, ensuring a comprehensive view of the vendor landscape
• Provide data analysis, reporting, and executive-level insights to support decision-making, vendor performance management, and strategic planning
• Champion the use of vendor management tools and processes, providing guidance and support to internal stakeholders and vendors as needed
• Coordinate with internal stakeholders to enhance and mature vendor management practices, including improving governance frameworks and operational efficiency
• Manage and support special projects and cross-functional initiatives, leveraging experience and judgment to achieve desired outcomes
• Partner with Claims leadership, adjusters, and Shared Services teams to align vendor solutions with real-world claims handling processes, including FNOL intake, appraisal, subrogation, SIU, and total loss workflows

Vendor Management Analyst III

System Administrator

• Provide implementation and support of Informatica Power Center, Informatica Cloud tools (IDMC), Tibco Data Virtualization, Splunk including patches and upgrades for environments
• Set up and configuration of enterprise production, QA, development and disaster recovery environments
• Back-up and recovery of software, repository and configurations
• Disaster recovery planning, design, execution and documentation
• Monitoring environments and suggesting improvements for stability and performance tuning
• Provide technical support and work with infrastructure teams to ensure an effective operating environment including throughput, repository sizing, capacity planning and maintenance
• Make proposals and participate in the planning of new and enhanced technologies or services within area of expertise
• Define standards and implement best practices to manage and support all environments
• Creation and maintenance of technical documentation, deployment diagrams and checklists
• Automating routine tasks where appropriate
• Develop operating system scripts, data transfers, monitoring, etc.

ETL System Administrator II

Underwriter

• **﻿About the role:**
• The Commercial Credit Analyst II – Underwriting is responsible for analyzing the financial performance and creditworthiness of automotive dealerships, preparing credit recommendations, and supporting lending decisions while ensuring compliance with company policies and risk management standards. This role partners with dealers and internal stakeholders to gather and evaluate financial data, mitigate risk, and deliver accurate credit proposals that support business growth and portfolio quality
• **In this role you will: **
• - Accurately analyze financial statements of automotive dealerships and affiliates including fixed charged coverage ratio, bank reconciliation, assigning accurate risk ratings and provide appropriate recommendations to mitigate risk
• - Interfacing with customers and internal/external stakeholders to obtain data to complete analysis
• - Prepare accurate and concise proposals/modifications for credit committee approval

Commercial Credit Analyst II – Underwriting

Support Engineer

• Provides intermediate level support to business units specifically in the areas of Contact Center applications (Genesys Cloud)
• With minimal supervision, coordinate with vendors regarding maintenance, modification, and implementation relating to contact center applications
• Collaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis to identify opportunities to improve the customer engagement solution as well as monitoring and alerting
• Develop and implement technical solutions to improve contact center solutions, utilizing cloud-native technologies, chatbots, and API-first architectures
• Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools
• Research, evaluate, and recommend enhancements and solutions
• Adhere to and promote compliance to all GMF policies and procedures
• Promote a cooperative and productive work environment

Contact Center Support Engineer II, Bilingual Spanish

Systems Engineer

• Support critical services, emphasizing environment architecture/re-architecture and task automation
• Mentorship of lower level engineers
• Document managed environments
• Perform evening and weekend deployments
• Maintain ticketing queues, audit and compliance remediation
• Balance multiple projects across teams
• Senior escalation for after-hours production issues

Systems Engineer III

Project Manager

• Serves as a project manager for high-priority projects, applying the enterprise GPPM (Global Project Portfolio Management) processes and procedures
• Identifies and assembles the appropriate blend of resources to meet project needs and requirements
• Fosters and champions an environment that promotes trust, self-development, continuous improvement, innovation and quality outcomes
• Ensures a consistent level of quality, accuracy, compliance to GPPM standards, state and federal regulations, and internal controls
• Leads the development of project requirements and scope; establishes appropriate metrics for measuring successful delivery of the projects
• Engages with project teams, business partners and stakeholders frequently on the status of key initiatives with respect to scope, schedule, cost, and resources; presents RAID logs
• Coaches and counsels members of cross-functional teams to accomplish project goals, meet deadlines, and resolve technical/operational issues
• Administers the project change process when needed, formulating contingency plans to address schedule revisions, risks, costs, and scope
• Supports reporting needs of the PMO
• Maintains awareness of industry trends, practices, techniques and emerging technologies related to the project management discipline
• Captures and distributes meeting minutes highlighting decisions, action items, issues, risks, and key discussion topics as needed

Financial Planning and Analysis

• Analyze financial information, including trends and forecasts
• Run, evaluate, and monitor existing financial models that include securitization, warehouse, liquidity, debt, and income models
• Create monthly interest expense for disclosure and business scenarios
• Perform variance analysis and research to explain any differences
• Build monthly/quarterly financial reports and communicate results to management
• Support assigned areas with general financial administration

Financial Analyst I – Forecasting, Planning and Analysis

Analyst

• Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management
• Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively
• Able to work with limited to moderate direct supervision
• Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions
• Identifies and directs changes through appropriate review and approval mechanisms
• Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause
• Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem
• Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed
• Responsible for monitoring all areas of the company’s local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc.
• Requires strong intercommunication skills with upper level management, IT support teams, business departments and outside vendors
• Make recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts
• Maintain and complete daily log (Shift log) detailing service and application availability and other issues that arise
• Recognize, identify, and report trends in hardware and application performance and be able to predict from this analysis possible and probably future failures or outages
• Escalate incidents and problems to the appropriate support departments with follow-up
• Initiate major incident notifications in response to high impact outages
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites
• Communicate and escalate unavailable or degraded systems and services to the appropriate support teams
• Work with various IT teams as needed to update existing Knowledge Base articles and create new articles as needed to document changes in standard procedures

Global NOC Analyst II

Manager

• Manage a team of Senior Oracle Application Developers, Report developers and Oracle consultants both onsite and offshore.
• Management of subordinates including Performance Reviews, approval of time off scheduling, recording time, and training needs for direct reports.
• Ensure delivery of projects on time and within budget.
• Review Design and development of technical solutions that meet business requirements based on functional designs.
• Ensure GMF Oracle Development Standards and project methodology are being followed by development teams.
• Work on system performance improvement and process improvement initiatives.
• Work on scheduled release management and work closely with Oracle on Service Requests and RFC’s
• Closely work with Data Architecture, DBA, System Administrator teams and other business partners to identify dependencies and risks.
• Help with Budgeting activities.
• Liaison with external vendors and third party software providers.

Application Development Manager

Customer Success Manager

• Developing insights into customer sentiment to help improve the overall customer experience at GM Financial
• Involves data analysis, reporting, and collaboration with internal teams and external partners to support decision-making and business initiatives
• Summarizing information to a variety of internal clients
• Participates in business and system-related projects and collaborates with resources from other functional areas as well as external vendors and partners when necessary
• Maintain thorough understanding of relevant Customer Experience data sources including: voice of the customer survey results, speech analytics, customer feedback/complaint database, customer live chat and messaging, chatbot, social media, contact center key metrics (emails, inbound calls, response time, etc.)
• Partner with vendors in a collaborative manner to ensure Customer Experience software tools are being fully utilized
• Foster partnerships with GMF Customer Experience departments to understand operational procedures and strategies
• Present analysis to management in a clear, concise, convincing, and actionable format
• Provide direction, training and guidance to less experienced analysts

Senior Customer Engagement Analyst

Data Analyst

• Architect the data and analytics platform to support Company's vision, goals and strategies
• Develop cloud architecture solutions and design for data, machine learning, artificial intelligence and analytics using Azure, Informatica and Databricks
• Partner with the Finance business teams to design and implement governed, finance‑critical data products—ensuring accuracy, stewardship alignment, and seamless integration with enterprise data engineering standards
• Enable various Finance initiatives by engineering scalable, reliable datasets that support Securitization, FP&A reporting, Oracle Fusion–based workflows, Gen‑AI Finance Assistant use cases, and advanced analytics across Finance
• Collaborate with Data Leadership to define cloud data architecture, business, Digital Transformation and Data & Analytics priorities and goals
• Collaborate with VP Cloud Data Analytics Architecture on department's performance to ensure accountability for achieving business results
• Architect the flow of data from transactional systems, data management and master data layer, to the cloud data and analytics platform and consuming applications
• Collaborate with various VP across finance groups to define and report the needs of product/architecture releases with respect to business objectives, security, data dependency, compliance, and timeliness of releases
• Coach, mentor, and train data engineering team members to establish a consistent level of quality, accuracy, accountability and compliance with department standards

AVP – Cloud Data Analytics Architecture

Scrum Master

• Guiding and coaching the Scrum Teams on how to apply agile values and principles, and use the Scrum Framework to delight customers
• Protect the development team from outside influences and remove impediment
• Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem solving
• Facilitating getting the work done without coercion, assigning, or dictating the work
• Assisting with internal and external communication, improving transparency, and radiating information
• Supporting and educating the Product Owner, especially with respect to refining and ordering the product backlog
• Working closely with the Product Owner to ensure product backlog is visible and prioritized towards business value
• Facilitating various Scrum events such as: Daily Scrum, Sprint Planning, Sprint Reviews, and Sprint Retrospectives
• Empowering the team to be self-organized

Account Manager

• Manage dealer relationships within a geographic territory to achieve key objectives while offering support on all GM Financial initiatives.
• Work on a team of five to eight SAMs and gain account management experience with job-shadowing, roleplaying, credit underwriting and assessments to prepare you for the consultative sales field assignment.
• Develop strong personal networks of business professionals within GM Financial and the automotive industry.
• Act as a liaison between the dealer and the Credit Center, Funding, Commercial Lending and other functional areas to resolve issues by partnering with subject matter experts.
• Analyze dealer-specific data using reporting tools and take appropriate action.
• Identify and resolve dealer issues presenting excessive risk to GM Financial, such as portfolio issues, fraud and dealer agreement violations.
• Professionally represent the brand and demonstrate our captive value proposition.

Strategic Account Manager

Operations

• Help drive Protection Products performance by working with our partnered dealerships to analyze their performance in key areas related to vehicle service contracts, used vehicle inspection and reconditioning, used vehicle contracting, and other protection products (GAP, Tire & Wheel, etc.).
• Assist with policy adherence, and process improvement.
• Based in Fort Worth, Texas and travel to franchised dealerships to serve as a trusted consultant to Service and Fixed Operations leadership.
• Analyze dealership claims and service performance data to identify loss drivers, operational gaps, and improvement opportunities related to GM Protection products.
• Conduct on‑site reviews of service processes, diagnostics, labor practices, parts usage, and administrative workflows to support loss prevention and policy compliance.
• Deliver hands‑on coaching and training to Service Managers, Service Advisors, and Warranty Administrators on GM Protection products and coverage, claims best practices and documentation, and loss control and prevention techniques.
• Develop clear, actionable improvement plans and follow‑up with dealerships to drive sustained performance improvement.
• Partner with GM Protection Sales, Claims, and internal teams to prioritize dealership visits and align on intervention strategies.
• Identify trends and recurring issues across dealerships and third‑party administrators (TPAs), and share insights with leadership to support continuous improvement initiatives.
• Present findings and recommendations clearly and confidently to dealership leadership and internal stakeholders.