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Sr. Manager, Speech Analytics

Hyundai Capital America

Irvine, California

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JOB DETAILS
SKILLS
Analysis Skills, Artificial Intelligence (AI), Automation, Call Centers, Career Development, Computer Science, Continuous Improvement, Cross-Functional, Customer Experience, Data Analysis, Data Modeling, Data Visualization Tools, Database Technology, Dental Insurance, Finance, Financial Services, Improvement Metrics, Insurance, Leadership, Maintain Compliance, Management Reporting, Mentoring, Metrics, Operational Improvement, Operations Management, People Management, Performance Analysis, Performance Management, Problem Solving Skills, Process Improvement, Product/Service Launch, Project/Program Management, Regulatory Compliance, Regulatory Requirements, Reporting Skills, SQL (Structured Query Language), Speech Technology, Tableau, Team Building, Trend Analysis, Tuition Reimbursement, Vehicle Driving, Vision Plan, Voice Applications
LOCATION
Irvine, California
POSTED
9 days ago
Description

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay, as an employee of HCA, you are eligible for the following benefits:

• Medical, Dental and Vision plans that include no-cost and low-cost plan options

• Immediate 401(k) matching and vesting

• Vehicle purchase and lease discounts plus monthly vehicle allowances

• Paid Volunteer Time Off with company donation to a charity of your choice

• Tuition reimbursement

What to Expect

The Sr. Manager, Speech Analytics is responsible for the execution of speech analytics initiatives within the Operations Division for performance management reporting, GenAI development and report automation, First Line of Defense (FLOD), Customer Impact Analysis reporting, continuous improvement efforts, and regulatory compliance. This role focuses on leveraging advanced speech analytics technologies to drive operational efficiency, enhance customer experience, and support compliance objectives.

What You Will Do

1. Lead and implement GenAI initiatives, harnessing advanced generative AI technology to automate manual processes and deliver actionable insights to Operations leadership. Enable enhanced performance, foster positive behavioral change, and proactively reduce complaints by leveraging GenAI-driven solutions

2. Drive and oversee First Line of Defense initiatives by utilizing advanced speech analytics to strengthen compliance monitoring across the organization. Partner closely with business leaders to implement critical compliance strategies, offering expert guidance and consultative support to ensure effective interpretation and application of speech analytics data

3. Design, implement, and refine speech analytics initiatives to uncover trends, insights, and opportunities for operational improvement

4. Present findings, track key metrics, establish data visualization tools and communicate progress on initiatives to executives and stakeholders across the business.

5. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals

Qualifications

What You Will Bring

• Minimum 8 years progressive experience in contact center data analytics, speech analytics, reporting or operations management within financial services with proven success leading cross-functional medium to large department initiatives.

• Minimum 3 years supervisory experience.

• Nexidia Interaction Analytics experience preferred.

• Automotive finance experience a plus

• Bachelor's degree in Analytics, Business, or Computer Science or related field; or equivalent work experience.

• Master's Degree a plus.

• Strong leadership and project management skills, with proven ability to drive cross-departmental initiatives.

• Expertise in speech analytics platforms and technologies, with a working knowledge of regulatory requirements in financial services.

• Conceptual thinking, analytical and problem-solving abilities.

• Proven experience with data visualization tools, and using data and metrics to drive improvements.

• Working knowledge of SQL, Tableau, GenAI and other database technologies to extract data to identify trends.

• Demonstrated competency and passion for using GenAI tools.

• Demonstrated experience in data models and reporting packages using speech anal

About the Company

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Hyundai Capital America