General Manager - FCNA Business Operations

The General Manager of Ford Credit North America (FCNA) Operations is a critical leadership role responsible for the strategic oversight and execution of Ford Credit’s lending operations handled within the Global Business Center (FCGBC), FBS India. Leading a high-performing organization of 450+ across Chennai and Coimbatore locations in India, the General Manager ensures the seamless delivery of Retail, Lease, and Wholesale lending services.

This role requires a strong, experienced people leader, who can bridge the gap between complex financial operations and world-class customer experience. You will serve as a key partner to North American business stakeholders, driving operational efficiency, fostering deeper domain expertise, and ensuring that our global delivery model supports the entire loan lifecycle—from origination through liquidation and collections.

         Strategic Leadership & Vision

• The position will be responsible to define and execute the strategic roadmap for FCGBC operations, aligning with Ford Credit North America’s overarching business goals.

• The incumbent will  act as an influential leader and subject matter expert, driving a culture of continuous improvement, innovation, and operational excellence

  Operational Excellence & Oversight

• You will have to provide end-to-end oversight of the loan lifecycle, including originations, Dealer Services, Account Services, Vehicle Liquidation, Customer Service, and Collections.

• You will ensure the consistent delivery of daily operations, including contract processing, disbursements, settlements, and reconciliations, while strictly adhering to Service Level Agreements (SLAs).

• You will manage a 24/7 operational environment, ensuring seamless service delivery across various shifts (Day/Night) and weekends to support the North American market.

  Risk, Compliance & Governance

• You are accountable to maintain a robust control environment, identifying emerging risks and implementing proactive mitigation strategies.

• Ensure 100% adherence to internal credit policies, North American regulatory requirements, and global compliance standards

  Stakeholder & Global Collaboration

• A Key responsibility will be to build and nurture strong, collaborative, influential relationships with North American counterparts and global functional partners. 

• Communicate operational performance, project milestones, and strategic initiatives to senior leadership with clarity and precision.

  Talent  Development 

• Lead, mentor, and inspire a large, diverse team, fostering a culture of professional growth, accountability, and high engagement.

• Drive talent development initiatives to build deep end to end domain expertise @ FCGBC

Required Skills & Experience

• 15+ years of progressive leadership experience within a global financial services institution. A deep background in Auto Finance is strongly preferred.

• Proven track record of managing large teams and leading multi-functional teams to achieve business objectives.

• Ability to navigate complex situations, gather relevant intelligence, and make decisive, data-driven recommendations.

• Exceptional oral and written communication skills; ability to influence senior stakeholders 

• Demonstrated ability to deliver large-scale projects and process transformations within strict timelines.

• Strong awareness of financial controls, risk management framework, and the regulatory environment governing the financial services industry.

• Comfortable working within a distributed, global work pattern.