Job Description:
Role Title : Customer Service Manager - eChat (L08)
Company Overview: :
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
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We have recently been ranked #2 among India s Best Companies to Work for by Great Place to Work. We were among the Top 50 India s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
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Synchrony celebrates ~52% women talent.
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We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
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We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview :
The eChat Customer Service Team is dedicated to providing exceptional support to our customers by ensuring seamless communication, quick issue resolution, and a positive experience for our customer across all financial products we offer at Synchrony. Our team operates as the first point of contact for inquiries, requests, technical assistance, and feedback, aiming to exceed customer expectations with professionalism and empathy. At eChat, we believe that excellent customer service is the cornerstone of building trust and fostering loyalty among our credit card customers. Our team is here to ensure every interaction leaves a positive impression.
Role Summary/Purpose:
As a Customer Service Manager - eChat, you will lead and coach a team of eChat Customer Service Reps. You will partner with your team developing skills that drive quality servicing as they engage with our customers. You will be directly responsible for meeting/exceeding client contractual requirements, including service standards, call quality and ensuring a positive customer experience. Your goal will be motivating and inspiring your team to be the best contact agents in the industry. As their leader, you are their mentor, helping them navigate our culture and realize their own personal aspirations.
Key Responsibilities:
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Champion Customers: Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences
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Act as Owners: Lead a team that direct connects with cardholders and customers every day, directly impacting our business operational success and growth.
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Relate and Inspire: Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging.
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Elevate Every Day: Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.
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Directly responsible for leading your team to success - driving performance management, ensuring your team is equipped to provide a positive customer/client experience.
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Ensure appropriate risk for the business - ensuring your team is familiar with and understands the importance of following operating instructions including compliance requirements.
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Inspiring and connecting with each team member - cultivating an environment of trust, teamwork and personal ownership. Partnering with each team member to understand and help support their personal development.
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Project management - initiating, planning, and executing on key business initiatives.
Required Skills/Knowledge:
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Bachelors Degree in any discipline
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Minimum of 2 years in coaching and/or team leading role in Customer Service Operations
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Leadership experience - at least 6 months proven experience leading a team - be prepared to share with us some specific examples of how you ve inspired your team and driven performance
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Flexible - eChat operates 24/7 - 365 days a year
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As a leader you will need to be willing to work outside your schedule including weekends and holidays if needed to support your team and drive results
Desired Skills/Knowledge:
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Experience leading a team of 15+ team members - we love passionate leaders and want to hear your stories of leadership successes and learnings.
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Excellent organization, prioritization, time management skills - tell us your secret for staying on top of things.
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Ability to lead and manage projects to completion, especially managing multiple projects simultaneously - tell us about a project you re most proud.
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Proven track record of using sound judgment, decision making and problem solving - we want to hear about how you make decisions and how you solved a complex problem.
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Ability to work with all levels across the business including senior leaders internally and with customers (or clients) - we are a family at Synchrony and all our voices matter, tell us how you influence others.
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Business acumen - We want to understand how you connect the dots.
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Experience in eChat Operations.
Eligibility Criteria:
Working Hours :
Rotational Shifts which included night shift & working weekends. Operational hours 4 AM EST - 11 PM EST
For Internal Applicants :
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Understand the criteria or mandatory skills required for the role before applying
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Inform your manager and HRM before applying for any role on Workday
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Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
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Must not be any corrective action plan (First Formal/Final Formal, LPP)
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L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.
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L8 Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.
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L4+ employees can apply for this opportunity.
Grade / Level : 8
Job Family Group:
Customer Service Operations
