Paul L. Moss
Title: Vice President - Service Operations
Vice President, Service Operations
Toyota Financial Services
Paul Moss is Vice President of Service Operations for Toyota Financial Services (TFS).
Moss’ primary responsibilities include providing leadership and vision to TFS’ three Customer Service Centers, as well as championing TFS’ Core Receivables replacement program. TFS Customer Service Centers provide account servicing activities for 4.5 million TFS and Lexus Financial Services (LFS) loans and leases; including customer service, account administration, and collections. The Core Receivables replacement program is a multi-year, multi-department initiative to replace the legacy retail, lease, and inventory tracking systems. He is also responsible for guiding TFS in building new capabilities as a result of this program, and bringing more value to customers, dealers, and TMS divisions. He reports to Al Smith, Group Vice President, Service Operations & Corporate Planning.
Moss began his career at Toyota in 1988 with a variety of assignments and management positions at TFS, before becoming Branch Manager of Boston North, overseeing Sales and Servicing Operations in NH, VT, ME, and northern MA. In 2000, he was promoted to National Manager, Operations Planning, where he developed the strategy for and led the execution of the TFS field reorganization involving the development of three customer service centers, merging of existing branch offices, opening of two new branch offices, and the merging of TMCC’s finance and insurance field organizations.
Subsequently, Moss became Corporate Manager of Customer Service Center Operations, in which he led the development of short- and long-term strategies for the service centers, implemented the TFS Education Development Group, and re-aligned Work Force Management and Performance Excellence to better meet the needs of a multi-center environment. As Corporate Manager of TFS Consumer Strategies, he led TFS’s long-term Strategic Initiative of enhancing the company’s relationship with customers and consumers. As Corporate Manager of Products and Remarketing from 2008 to 2010, Moss was responsible for product development and administration of all TFS Finance and Insurance Products, as well as Vehicle Remarketing. From 2010 to 2012, as Corporate Manager of Field Operations, he was responsible for all Sales, Credit, and Wholesale operations across 11 states in the TFS Western Region.
Prior to his current role, Moss was Vice President of Business Transformation, responsible for maximizing the success of several large enterprise programs.
Moss earned his Bachelor of Science degree in Business Administration with a minor in Economics from the University of Northern Colorado in Greeley.