Manager, Quality & Process Improvement

Who We Are\: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

Employee Value Prop and Culture\: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our employee programs to the unique design of our offices, 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.

Global One Company\: Many countries. One identity. 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.

Position Details\: 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.

Duties and Responsibilities\:

• Lead the day-to-day operations of the Quality Assurance function, which includes call monitoring, reporting and calibration, and identifying areas of improvements. Lead strategic initiatives to modernize QA operations through data analytics, establishing a forward-looking quality engineering roadmap. Collaborated cross-functionally to integrate AI-enhanced testing tools, resulting in measurable gains in efficiency, accuracy, and team productivity.
• Collaborate with cross-functional teams to identify, prioritize, and implement process improvements that enhance quality, customer experience, efficiency, and cost effectiveness. Lead the development of business use cases and user stories for automation initiatives, including the callbot, CRM screens, and customer portal, translating operational needs for IT. Ensure improvements and automation solutions align with business goals and deliver measurable benefits.
• Establish deep partnerships across cross-functional teams and external collaborators, aligning stakeholder priorities with organizational goals. Deliver high-value operational support and proactive guidance, serving as a go-to advisor for strategic initiatives and issue resolution. Enable agile decision-making by surfacing actionable insights, identifying risks early, and advocating for scalable, business-aligned solutions.
• Lead change management efforts related to new processes and technologies associated with projects in Operations. Develop change management strategies that promote transparency of context, minimize resistance, increase engagement, and ensure the sustainability of improvements.