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About the Role
The Manager, Quality and Process Improvement at HCCA will lead the Quality Assurance function within Operations and drive process improvements that focus on quality and customer experience. This role will drive best-in-class operational performance across Originations, Customer Care, Collections, and back-office functions. The Manager will play a key role in the implementation of operational standards, technology deployments, and scalable processes that enhance efficiency, consistency, and customer experience. This role will work in close collaboration with cross-functional Operation leaders to identify, develop, prioritize, and execute on process optimization, quality enhancement initiatives that drive measurable improvement in performance and quality. In addition to overseeing Quality Assurance, the Manager will lead the development of use cases and user stories for automation initiatives—including the callbot, CRM screens, and customer portal—translating operational needs for IT teams.
Responsibilities
- Lead the day-to-day operations of the Quality Assurance function, including call monitoring, reporting, and calibration.
- Lead strategic initiatives to modernize QA operations through data analytics and establish a quality engineering roadmap.
- Collaborate cross-functionally to integrate AI-enhanced testing tools for efficiency and productivity gains.
- Identify, prioritize, and implement process improvements to enhance quality, customer experience, efficiency, and cost-effectiveness.
- Lead the development of business use cases and user stories for automation initiatives, translating operational needs for IT.
- Ensure improvements and automation solutions align with business goals and deliver measurable benefits.
- Establish partnerships across cross-functional teams and external collaborators, aligning stakeholder priorities with organizational goals.
- Deliver high-value operational support and proactive guidance.
- Enable agile decision-making by surfacing actionable insights and identifying risks.
- Lead change management efforts related to new processes and technologies in Operations.
- Develop change management strategies to promote transparency, minimize resistance, increase engagement, and ensure sustainability of improvements.
Requirements
- 6+ years of experience in operational excellence, preferably within auto finance, captive finance, or large-scale contact center environments.
- Bachelor’s degree required in Business, Engineering, or a related field.
- Experience supporting team members by providing coaching, performance management, and career development.
- Experience with data processing flowcharting techniques.
- Ability to understand complex business processes and translate into concise user stories supported by strong business use cases.
- Proven track record of being a self-starter who can lead initiatives with minimal oversight.
- Comfortable working in agile and fast-paced environments, managing multiple priorities simultaneously.
- Strong PC skills: Microsoft Word, Power Point, Excel.
Skills
- Deep understanding of quality assurance practices, including scorecard creation, calibration, and reporting.
- Exceptional skills in stakeholder management, communication, and facilitation.
- Write, optimize, and execute basic to intermediate SQL queries for reporting and supporting process improvement initiatives.
Location
- Toronto
- Mississauga
Work Type
- Full-time
Experience Level
- Manager
Education Level
- Bachelor's degree
- Lean Six Sigma certified
About the Company
- Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group, operating under the service brands Hyundai Motor Finance, Kia Finance, and Genesis Finance.
- HCCA provides indirect vehicle financing and leasing solutions through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide.
- Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative.
- We strive to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud of their company, and deeply invested in HCCA’s success.
- Hyundai Capital has offices around the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil.
- Our work environments follow consistent themes that represent our global values: simplicity, collaboration, symmetry, and elements of nature.
Equal Opportunity
- Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.