Stephen Sanchez Email and Phone Number

Oversees TFS’ Service Operations Operations Support TeamThe Service Operations Support team partners closely with Strategy and Operations functional leaders to provide day-to-day support for processes across multiple disciplines and ensures the delivery of strategic goals with a high level of effectiveness and efficiency, focusing on the customer experience and compliance.The team provides support across multiple disciplines: Functional Support, Training and Curriculum Development, Knowledge Management, Execution Excellence, and First Line Compliance.- The Functional Support team works in partnership with Strategy and Operations' functional leaders to enable and execute upon the strategic roadmap, initiatives, and priorities. In addition, the team supports multiple day-to-day activities which include incident management, business continuity efforts, disaster management, and compliance remediation activities. This team also provides functional level subject matter expertise on various projects.- The Performance Excellence team is responsible for leadership and ongoing support for all initiatives related to knowledge management, curriculum development, training delivery, and kaizen across Service Operations. In addition, the team provides related analysis to improve learning and content retention.- The First Line Compliance department operates as a first line of defense for TFS' Compliance Management System, closely linked with Enterprise Compliance and Internal Audit. This team supports and interfaces with business units in Service Operations, Sales, Product, Marketing, Remarking, and Voluntary Protection Products to foster a culture of compliance; identify and help prevent compliance issues from occurring; facilitate and track remediation efforts; support exam efforts; and establish and provide governance and oversight for business units to adhere to internal policies and procedures, as well as local, state, and federal regulations.

Oversees TFS’ Service Operations Customer and Dealer Experience Support, Debt Management Support, Compliance, Supplier Management, and Kaizen Functions

- Develop, integrate, and implement collections, lease end disposition, and vehicle inventory strategies, initiatives, and processes in partnership with multiple headquarters departments and the customer service centers- Oversee planning, strategy, project management, and support for the following areas: Dialer and Virtual Messaging Strategy and Operations, Performance Optimization, Reporting and KPI Establishment, Process Improvement, Policies and Procedures, Pre and Post-Repossession Activity, Collections Headcount Planning, Collections and Repossession Vendor Liaison, Risk Liaison, Legal Liaison, Quality Assurance Liaison, Enterprise Compliance Support- Evaluate opportunities to gain efficiencies, mitigate losses, and enhance the customer experience- Ensure all practices and processes related to portfolio of 4 million plus accounts adhere to all internal policies and procedures as well as comply with all federal and state regulations

- Manage day-to-day operations and performance of TFS'​ Central Customer Service Center's Collections and Customer Service Operations, comprised of 3 Department Managers, 20 Team Leads, and 200 Customer Service Representative- Serve as process owner for the following: Early Stage Outbound (predictive dialing), Mid Stage Outbound (predictive and managed dialing), Late Stage Inbound and Outbound, Specialty Services (Legal, SCRA/Military, Impounds/Seizures, Probate), Inbound Customer Service, E-Mail Customer Service)- Evaluate opportunities to gain efficiencies, mitigate losses, and enhance the customer experience- Ensure all practices in the center comply with all internal policies and procedures, as well as all state and federal regulations and statutes- Promote engagement, growth, development, and accountability for all leadership and team members

- Manage day-to-day operations and performance of TFS's Commercial Finance Retail Credit Department, comprised for 4 Supervisors, 3 Credit Analysts, 10 Contract Analysts, 8 Administration Analysts- Review and analyze financial statements and credit backgrounds for commercial customers for credit approval or denial of financing related to Toyota Forklift or Hino Truck product line- Ensure all purchasing, and lease and loan origination practices comply with all internal policies and procedures, as well as state and federal regulations and statutes

- Manage day-to-day operations of Central Recovery department which includes oversight of TFS' charged off collections portfolio: deficiency, skip, agency, and excess wear and use and mileage accounts; operations comprised of 6 Supervisors, 40 Associates, and 17 Contingent Staff- Ensure strategy, staffing, inventory management, and technological resources are in place to maximize post charge off recovery efforts- Manage performance of external skip agencies, business partners, data providers, and technology vendors to bolster recovery efforts, improve efficiencies, all in a compliant manner- Partner with service center management, service center Planning and Support and Collections Center of Excellence to develop strategies, identify best practices, and improve operational processes- Ensure all practices in department comply with all internal policies and procedures, as well as all state and federal regulations and statutes

- Manage quality assurance operations at Western Customer Service Center and Field Services department at Corporate Headquarters- Coach, develop, and manage performance of a team of 10 Quality Assurance Analysts in the Western Customer Service Center and 1 Quality Assurance Analyst in HQ- Identify quality assurance guidelines with Collections Center of Excellence and Operations Management to ensure interactions with customers and processes completed adhere to policies and procedures - Ensure the development of the customer service experience, identify process improvement opportunities, and make recommendations for corrective actions to the appropriate business units- Facilitate Collections cross-site calibrations and Collections/Customer Service site calibrations to ensure consistency across Performance Excellence call monitoring and scoring and alignment with policies, procedures, and desk guide