General information

Ref # 18454

Remote? No

Ally and Your Career

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Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

The Opportunity

This role is on a hybrid schedule in Jacksonville, FL office weekly with some remote days.

The ECR (Executive Customer Relations) Operations Manager position is responsible managing the ECR team and any escalated issues. The scope of this position includes the management of the personnel within the department. The manager will also interact with all levels of management. ECR Manager is to plan and evaluate the daily activities of the ECR Department to ensure the achievement of the corporate goals for growth, retention and quality service for the Department.

The Work Itself

• Responsible for all administrative, technical and compliance aspects for all ECR accounts.
• Ensure an excellent customer experience relative to ECR transfers, rollovers, contributions, distributions and conversions.
• Perform annual administrative reviews for all accounts.
• Ensure accuracy, maintenance and completion of file documentation for regulatory compliance.
• Monitors, maintains and enhances the activities of the team and staff within the Department.
• Responds to customer and partner issues in a highly professional and effective manner.
• Establish job descriptions relative to the staff needed for the Department.
• Develop all internal policies, procedures, and customer communications relative to the ECR Process.
• Recommends enhancements to support Corporate and Division objectives.
• Provide management reporting and communicates workflow conditions to other areas of the company as needed.
• Interface with the various business partners associated with the ECR Issues.
• Interact with Customer Call Center and Ally Bank customers as needed.
• Responsible for the HR activities associated with the team.

The Skills You Bring

• Experience managing, leading and motivating staff required.
• Experience in all aspects of performance development.
• 5+ years' experience in business operations required (auto and/or insurance experience preferred)
• Complaint experience preferred
• Bachelors Degree preferred.
• Strong written and verbal communication skills.
• Effective time management and organizational skills.
• Innovative thinker
• Leader of change and thinking outside the box.

How We'll Have Your Back

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Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including: * Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting. * Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs. * Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially. * Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts. * Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range:

Emerging: 90000

Experienced: 107500

Expert: 125000

Incentive Compensation: This position is eligible to participate in our annual incentive plan