Descrição
Hybrid: Work physically at General Motors 3 times per week (TUE-THU)
Availability to work in Sao Caetano Do Sul
Role:
The Roadside and Rentals Strategic Contracts Coordinator is responsible for managing the Roadside Assistance and Rentals contracts for GM in South America region. This position is responsible for supporting the strategic direction and execution of initiatives within General Motors ensuring objectives, schedules, and budget goals are achieved. This person will focus on strategic planning and business transformation for our contact centers.
This Business Leader will support our global contact center strategy to continually improve the quality of front-line services, maximize customer satisfaction, and do so in the most cost-effective and efficient manner. The person will work closely with Regional leadership and Business Stakeholders, always aligned with Global leadership, to embed service transformation in the contact center organization, while working to achieve a culture of continuous improvement.
The main contracts managed by the leader are focused on Roadside Assistance and Rentals operations around the South America region.
Key Job Responsibilities
This position will help fulfill GM’s vision that the customer is at the center of everything we do. Ensuring a seamless, customer focused interaction within our contact centers is integral to GM achieving our customer experience and business objectives. Globally we are evaluating the strategy and implementing a multi-year plan that fundamentally redefines roles and responsibilities, site footprint, operating model including IT infrastructure. Establishing the right structure and culture is a critical enabler to our long-term success.
The selected candidate will work with numerous other GM functional and organizational groups, Regional leadership, supplier partners, as well as subject matter experts from all functions within Customer Experience (CX). Specific duties include:
- Ensuring the best experience for Chevrolet customers in South America.
- Leads the correct execution of suppliers in the provision of roadside assistance and replacement vehicle rental services for all SA countries based on compliance with the operational and satisfaction indicators established in the contract.
- Monitors the correct execution of the budget established for the execution of the services.
- Based on business needs, proposes alternatives to bring improvements to the processes, expand the scope of services and generate efficiencies. Conducting readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
- Responsible to be a point of contact in case of emergency, run the weekly and monthly meetings with suppliers and GM leadership, guarantee the approved budget and financial health of the contracts.
- Support the purchasing area during the contract negotiation or renew
- Provide and support leadership report outs as required.
- Lead regional RFQ and sourcing process to enable best performance and supplier relationship in the region.
- Special projects as designated by Supervisor/Leadership Team
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[Additional Description]
Requirements and Skills:
- Requested: bachelor’s degree
- English language proficiency as mandatory. This role requires full participation in business meetings and communications conducted in English.
- Customer focus
- Strong verbal and written communication skills
- Strong change management capability and ability to lead and drive change
- Agility and ability to effectively interact with cross-functional & cross-organizational teams
- Strong strategic planning, business acumen (value creation/innovation) and program management skills
- High level of financial aptitude where problems are unusual and complex
- Ability to build strong relationships with supplier partner, internal and external cross-functional teams
- Strong presentation and computer skills
- Strong analytic and decision-making abilities
- Strong analytical skills, with the ability to synthesize data in a logical and easy-to-understand format
- Ability to influence and motivate others and move toward a common vision or goal
- Experience managing material budget execution and targets
Preferred Qualifications:
- Spanish proficiency is desirable.
- Master’s degree in business (MBA) or post graduate study in business
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Informações sobre diversidade
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Declaração de Igualdade de Oportunidades de Emprego (EUA)
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Adaptações (EUA e Canadá)
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