Job Responsibilities:

1. Customer Service & Journey (30%)

a. Design and continuously optimize the customer journey to ensure seamless customer experience while meeting backend business requirements.

b. Oversee customer touchpoints, including maintaining the reliable and efficient operation of the Customer Interaction Center.

c. Establish customer retention strategies and loyalty programs, with alignment to the automotive business (or "car business," if internal terminology is preferred).

d. Develop customer data management systems and ensure synergy with the automotive business.

2. Portfolio Management (30%)

a. Ensure and continuously optimize the reliability and efficiency of contract management processes, including contract signing, activation, archiving, mortgage processing, and termination.

b. Ensure and continuously optimize the reliability and efficiency of payment management processes, including disbursement, repayment, and refund handling.

c. Select appropriate third-party partners for outsourcing and oversee vendor management to ensure adherence to service level agreements (SLAs).

3. Dunning Management (15%)

a. Ensure timely and effective dunning activities for overdue contracts.

b. Determine and implement appropriate dunning measures based on customer behavior, overdue stages, and specific scenarios.

c. Select appropriate third-party partners for dunning outsourcing, and monitor performance, compliance, and vendor management.

4. Vehicle Management incl. EoT and remarketing (15%)

a. Ensure the reliable and efficient execution of vehicle return processes, including appointment scheduling, inspection, quotation, payment, and title transfer.

b. Ensure the reliable and timely completion of vehicle disposal processes, including project initiation, contracting, payment, and delivery.

c. Oversee vehicle management activities (including procurement, storage, and utilization) to meet the needs of direct lease and operating lease businesses.

d. Select appropriate third-party partners for vehicle-related outsourcing and oversee vendor management to ensure adherence to SLAs.

5. Team & Administrative Management (5%)

a. Develop, implement, and monitor team competency plans (including a digitalization roadmap).

b. Manage operational quality, including data quality control.

c. Coordinate cross-team communication, lead project supervision, and resolve inter-team conflicts.

6. Other task assigned by MD (5%)

Requirements:

1. Bachelor’s degree of above, majored in business related.

2. Comprehensive industry knowledge of auto financing is required.

3. Minimum 12 years’ working experience in related functions.

4. Mature leadership with a minimum of 3 years’ experience of leading a team (size > = 3)

5. Experience of working internationally or cross-culture environment is a plus.

6. Proficient in Word, Excel, PPT etc.

7. Strong communication ability in both Chinese and English