Description

Summary/Objective

The Manager, Servicing Learning & Performance leads initiatives that strengthen employee capability, operational quality, customer experience, and business performance across Servicing. Based on organizational priorities, this flexible leadership role may be assigned responsibility for one or more functional areas, including Training, Knowledge Management, Instructional Design, Quality Improvement, Customer Contact Monitoring, Performance Improvement, Customer Experience, Executive Complaint Handling, or Learning & Performance Supervisory functions. The ideal candidate is an experienced, analytical, and people-focused leader who develops high-performing, self-sufficient teams, improves processes, and delivers measurable results through sound judgment, innovation, and responsible AI-enabled leadership.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Lead, coach, and develop employees within assigned functional areas while fostering accountability, continuous improvement, innovation, and customer focus.
• Build high-performing, self-directed teams that exercise sound judgment, solve problems independently, and serve as trusted business partners with appropriate leadership oversight.
• Develop leaders and individual contributors through coaching, mentoring, succession planning, performance management, and meaningful development opportunities.
• Periodically lead one or more functions, including Training, Knowledge Management, Instructional Design, Quality Improvement, Customer Contact Monitoring, Performance Improvement, Customer Experience, Executive Complaint Handling, or Learning & Performance Supervisors. Assigned responsibilities may change based on business needs.
• Partner with Servicing leaders and cross-functional stakeholders to identify organizational needs and implement strategic, data-driven solutions.
• Oversee the design, delivery, and evaluation of learning, quality, coaching, knowledge management, and performance improvement initiatives.
• Analyze operational metrics, quality results, customer feedback, and complaint trends to identify root causes and implement sustainable improvements.
• Lead process improvement and change management initiatives that improve employee performance, operational effectiveness, compliance, and customer outcomes.
• When assigned, oversee the investigation and resolution of the organization's most complex, sensitive, and executive-level customer complaints in partnership with Compliance, Legal, Risk, and senior leadership.
• Monitor key performance indicators and communicate trends, risks, and recommendations to leadership.
• Embrace emerging technologies, including approved AI-enabled tools, to improve team capability, efficiency, innovation, and measurable business results.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree or an equivalent combination of education and relevant experience.
• Five or more years of progressive experience in learning and development, quality assurance, instructional design, knowledge management, performance improvement, customer experience, complaint handling, operations, or a related field.
• Three or more years of progressive leadership experience.
• Demonstrated success coaching employees, developing leaders, and building high-performing, self-sufficient teams capable of independently supporting organizational objectives.
• Experience leading multidisciplinary teams with diverse responsibilities and skill sets.
• Demonstrated ability to analyze data, identify root causes, and implement measurable performance and process improvements.
• Experience managing complex, sensitive, or executive-level customer complaints and escalations.
• Strong leadership, communication, analytical, problem-solving, coaching, and stakeholder management skills.
• Ability to thrive in a fast-paced, highly regulated environment while managing competing priorities.
• Demonstrated capacity to lead in an AI-enabled, future-ready environment by embracing emerging technologies, fostering innovation, and preparing teams to meet evolving business needs.

Preferred Qualifications

• Experience in consumer finance, auto finance, contract servicing, collections, financial services, or another regulated industry.
• Experience leading multiple functional areas such as Training, Knowledge Management, Quality, Instructional Design, Performance Improvement, Customer Experience, or Complaint Handling.
• Knowledge of adult learning principles, instructional design, quality assurance, performance consulting, continuous improvement, knowledge management, and change management.
• Experience partnering with executive leadership and cross-functional partners, including Compliance, Legal, Risk, Human Resources, and Operations.
• Lean, Six Sigma, Project Management, Learning & Development, Customer Experience, or Quality certification preferred.

Core Competencies

• People Leadership & Talent Development
• Coaching & Performance Management
• Building High-Performing, Self-Directed Teams
• Strategic & Analytical Thinking
• AI & Digital Fluency
• Innovation & Continuous Improvement
• Process Improvement & Root Cause Analysis
• Customer Experience & Executive Complaint Resolution
• Learning Strategy & Performance Consulting
• Change Leadership
• Cross-Functional Collaboration & Influence
• Executive Communication
• Sound Judgment & Decision-Making
• Learning Agility & Adaptability

Supervisory Responsibility

This position may lead or support Trainers, Knowledge Management Specialists, Instructional Designers, Quality Improvement Specialists, Customer Contact Monitoring Specialists, Customer Experience Analysts, Customer Experience Advocates, and Learning & Performance Supervisors, based on organizational needs and assigned functional responsibilities.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Position Type/Expected Hours of Work

This is a full-time position with a Monday-Friday work schedule, with some schedule variations as needed.

Travel

This position may require travel based on business needs.

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.