Business Center Manager

CITY: Scottsdale STATE: Arizona COUNTRY: USA Essential Functions (Responsibilities):
The Business Center Manager leads a team of 9 internal specialist and 3 offshore reps. These are broken into Customer Service, Contract Management, and Collateral Management specialists, which enable the business to service $12B in assets, 6K clients, and over 20K contracts, while maintaining the highest quality of service and compliance/controllership.
* Leads a twelve-member Business Center Operations team (nine people in Scottsdale, AZ, three in India) of the Global Operations group of GE Franchise Finance.
* Responsible for managing the team's personnel, driving client satisfaction initiatives, building operational efficiencies, and continuously improving the processes by which the business interacts with its customers regarding their existing accounts.
* The responsibilities of the Team include the following: Generating/maintaining client charges and invoices; Addressing client questions or requests concerning charges and invoices, as well as several other account inquiries; Database administration for "Manage Accounts" (our customer account web portal); Completing account and finance structure updates or changes (e.g., contract modifications, account sales, account terminations, sales participation charges, payment escalators, rate changes, general system updates); Responding to post-closing financial or systems related requests of clients (e.g., address changes, ACH updates, audit confirmations, general account questions); Initiating the customer contact and verification of account information on acquired portfolios, and completing post-acquisition billing conversion.
* Represent Operations team in New Product Introduction processes/implementations, as well as structured deal transactions such as syndications, beverage, etc.

Qualifications/Requirements:
Responsibilities cont.:
* Manages NPS/VOC process for all Day 2 servicing activities including: tracking all customer requests in Siebel, compiling data sample for third party survey vendor, analyzing survey results, and operationalizing the feedback from customer to improve processes and customer communication.
* Maintain Business Lead responsibility for all Siebel Service functionality including: enhancement requests, user acceptance testing, metric reporting, corporate.

Requirements:
* Bachelor's degree in Finance, Accounting, Business Administration or Economics, plus minimum of 5 years of demonstrated success in project management leadership roles.
* Proven experience working effectively with borrower clients.
* Six Sigma training or strong proven process improvement focus.
* Highly effective communicator; excellent verbal and written communication skills, with demonstrated success presenting to functional and senior leaders.
* Demonstrated ability to influence and work effectively across an organization to ensure that client needs and internal functional needs are met.
* Excellent organizational, follow-up, analytical and problem solving skills.
* Strong PC skills; proficiency in Microsoft Office Suite products (emphasis on Excel & PowerPoint).

Desired:
* BlackBelt certified.
* MBA in Finance or Business Administration.
* Strong technical experience in IT arena, as well as knowledge of project tollgate methodology.
* Proficiency in Siebel Service technology.
* A demonstrated passion for service, with a customer-centric mindset and workstyle.
* Effective leader and team player.
* Demonstrates the GE Values and has experience coaching/mentoring.

General:
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