Supervisor, Process Optimization

Ally and Your Career
Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We love 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?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

The Supervisor, Process Optimization is a people leader responsible for overseeing a team that monitors process health, manages customer complaints and disputes, identifies process gaps, and drives continuous improvement. By leveraging data, root cause analysis, and cross-functional partnerships, this role ensures operational issues are identified, addressed, and resolved in a way that improves customer experience, reduces risk, and enhances business performance.

The Work Itself

Responsibilities

People Leadership

• Lead, coach, and develop a high-performing team responsible for process monitoring, complaint and dispute resolution, root cause analysis, and process improvement.
• Establish performance expectations, manage workloads, and drive accountability for team results.
• Manage the team's data analyst and ensure analytical resources are focused on key business priorities.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Own hiring, performance management, employee development, and succession planning activities.

Process Monitoring & Improvement

• Oversee process monitoring, testing, quality reviews, customer complaints, disputes, and escalations to identify operational issues, control gaps, and improvement opportunities.
• Lead root cause investigations to determine underlying drivers of recurring issues and emerging risks.
• Use data, reporting, and trend analysis to prioritize improvement opportunities and support decision-making.
• Develop and implement corrective actions in partnership with business, operations, technology, compliance, and vendor stakeholders.
• Measure and validate the effectiveness of implemented solutions to ensure sustainable results.
• Present findings, recommendations, and improvement outcomes to leadership.

Stakeholder Partnership

• Partner with internal teams and external partners to resolve issues, implement improvements, and improve overall process performance.
• Influence stakeholders across operations, compliance, risk, technology, customer service, and vendor management functions.
• Ensure compliance with company policies and regulatory requirements.
• Perform other duties as assigned by management.

Required Experience

• Minimum of three (3) years of experience in process improvement, business analysis, operational risk, quality assurance, audit, or a related operational environment.
• Minimum of two (2) years of people leadership experience, including coaching, performance management, and employee development.
• Experience conducting or overseeing process monitoring, testing, audits, quality reviews, or control assessments.
• Working knowledge of Excel, Power BI, SQL, or similar analytical and reporting tools.
• Strong problem-solving, root cause analysis, and decision-making skills.
• Strong communication, presentation, and stakeholder management skills.

Preferred

• Auto finance, financial services, or captive finance industry experience.
• Experience leading end-to-end process improvement initiatives.
• Experience with operational controls, risk management, quality assurance, or process governance programs.
• Familiarity with Lean, Six Sigma, process mapping, or other continuous improvement methodologies.

Education

• Bachelor's degree in Business, Finance, Economics, Statistics, Mathematics, Computer Science, or a related field, or equivalent experience.

Minimum Qualifications

• 1+ years of experience
• High school Diploma or GED equivalent

How We'll Have Your Back
Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).

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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.

Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.

Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

Other Compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

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.

In accordance with the Americans with Disabilities Act, if after review of the position expectations, you believe that you may need a medical accommodation to fulfill the duties of this role, please email hrpolicy@ally.com with details of your accommodation request.

Base Pay Range

$55,000.00 - $95,000.00

An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Incentive Compensation:

This position is eligible to participate in our annual incentive plan.

Why work here?

We all work better as allies. Join a team that thrives on doing it right — whether we're helping people live their best financial lives or helping each other grow in our careers.

About

We're a leading financial services company serving over 11M customers through banking, auto financing, insurance and investment services. Our team's approach of celebrating differences and lifting each other up is consistently recognized on Fortune's 100 Best Companies to Work For list. Here, you'll find people who care about doing work that matters and making an impact in the communities we serve. Good enough is never enough for us — we're always looking for ways to be better, together.

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