Manager, Servicing Vendor Management

Summary/Objective

The Manager, Servicing Vendor Management is responsible for overseeing the performance, operations, and strategic partnership of American Credit Acceptance's third-party servicing vendors. This role partners closely with internal Servicing leaders and offshore vendor leadership to ensure operational excellence, consistent execution of servicing strategies, compliance with company standards, and achievement of key business objectives.

The ideal candidate combines strong servicing operations knowledge with excellent relationship management, analytical, and leadership skills to drive continuous improvement across multiple teams and locations.

Essential Functions

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

• Manage the day-to-day relationship with third-party servicing vendor partners.
• Monitor vendor performance through key performance indicators (KPIs), service level agreements (SLAs), quality metrics, productivity measures, and customer outcomes.
• Partner with vendor leadership to identify performance gaps, develop action plans, and drive continuous improvement initiatives.
• Ensure vendor operations align with ACA servicing policies, procedures, regulatory requirements, and customer experience expectations.
• Communicate operational priorities, business strategies, and procedural updates to vendor leadership and ensure successful implementation.
• Collaborate with internal Servicing leaders, Compliance, Training, Quality Assurance, Workforce Management, and other business partners to support operational objectives.
• Analyze operational data and trends to identify risks, opportunities, and recommendations for improved performance.
• Conduct regular business reviews with vendor leadership to evaluate performance and discuss strategic initiatives.
• Assist with implementation of new processes, projects, and servicing initiatives impacting vendor operations.
• Build strong working relationships with internal stakeholders and offshore partners to foster collaboration and accountability.
• Travel to domestic and international vendor locations as needed to support business objectives.
• Provide regular reporting and updates to senior leadership regarding vendor performance and operational health.
• Perform other duties as assigned.

Qualifications

• 5+ years of experience in servicing operations, collections, customer service, or a related financial services environment.
• 3+ years of leadership, operations management, vendor management or business process oversight experience.
• Fluency in both English and Spanish is required. (Bilingual in English and Spanish preferred. – depending on if it is required or preferred)
• Experience in auto finance or consumer lending preferred.
• Strong understanding of servicing operations, performance metrics, and operational best practices.
• Excellent analytical, organizational, and problem-solving skills.
• Strong written and verbal communication skills with the ability to influence stakeholders at multiple levels.
• Ability to manage multiple priorities while working in a fast-paced environment.
• Demonstrated ability to build collaborative relationships across geographically dispersed teams.
• Strong systems aptitude and proficiency with Microsoft Office and operational reporting tools.
• Bachelor's degree in Business, Finance, or a related field preferred.

Supervisory Responsibility

This position may supervise ACA associates and provides operational leadership and performance oversight for third-party vendor partners.

Work Environment and Physical Demands

This position reports to the office and operates in a professional office environment. This role routinely uses standard office equipment including computers, phones, photocopiers, filing cabinets, and fax machines.

Position Type / Expected Hours of Work

This is a full-time position. Standard business hours are Monday through Friday; however, schedule flexibility may be required to support offshore operations across multiple time zones.

Travel

This position requires regular domestic and international travel to vendor partner locations. Travel may account for up to 50% of the role.