Job Description:
Role Title : Vice President, Operations (L14)
COMPANY OVERVIEW:
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 ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.
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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: This operations team is dynamic consisting of Multiple portfolios (Voice & Non-voice). As a leader of this team, you will play a pivotal role in meeting Service Levels, driving employee engagement, implement innovative solutions to increase overall productivity & efficiency. You will be responsible for decisions concerning operational strategies and tactics as well as decisions concerning investments in the program requested by the client or the management team.
ROLE SUMMARY/PURPOSE:
Retail Card Operations: The Vice President, Operations will have oversight and decision responsibility for Retail Cards teams and their client groups. This person will be responsible for meeting Service levels, productivity/efficiency & for improving customer experience (internal & external). This role requires a high level of expertise to serve as lead and involves making strategic decisions, collaborating with US stakeholders, and ensuring operational excellence is met.
Service Communication: Apart from leading the Retail Card phone bank operations for HKC, this role will consist of decision oversight to the service communication team which is accountable for end to end oversight of all communications needs which includes & is not restricted to creating , implementing, executing & assessing all communications related learning interventions, needs and initiatives related to communications training content, programs, and delivery channels across all functions within Hyderabad.
Operations Analytics and Issue Remediation : This role will also provide administrative oversight to the Operations analytics and the Issue Remediation team related to requirements which includes & is not restricted to hiring, career development , training and engagement needs and partner with the US functional stakeholders to ensure smooth functioning of the team and there business deliverables.
KEY RESPONSIBILITIES:
- Act as Owners: Lead and manage aligned portfolios, includes leading a team of AVPs to achieve performance goals and maintain employee satisfaction. Ensure we meet Service Levels across all processes.
Relate & Inspire: People Management (Includes driving effective performance management), Financial analysis and budgetary skills for effective resource management; Defining service requirements and translating into specific service plans
- Champion Customers: Define service requirements, translating them into specific service plans, and adapting to changing customer needs or process improvements. Analyze and implement process enhancements, incorporating problem resolution strategies.
- Elevate Everyday :
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Possess a deep understanding of financial analysis, accounting, and economic principles in contracts and legal documents.
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Exhibit the ability to work under pressure, adapt to dynamic shifts, and maintain a professional demeanor with strong written and oral communication skills.
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Demonstrate sound judgment, decision-making, and problem-solving abilities.
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Analyze and improve work processes and policies to enhance overall operational efficiency.
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Take ownership of client satisfaction on all new implementations.
QUALIFICATIONS AND REQUIREMENTS:
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Bachelors degree with 8+ years of Exempt handling experience in Operations/Servicing required for in lieu of a degree 10+ years of Exempt handling experience in Operations/Servicing require
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Hands-on experience in managing operations
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Strong leadership skills to guide individuals towards achieving goals
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Minimum 6 years of exempt team handling experience and 12 years in Financial Services.
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Proven track record of grooming next-level leadership.
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Internal candidates should have 18 months in Synchrony and 12 months in the current role.
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Should not be on active formal/final formal corrective.
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Experience of implementing a wide range of initiatives to drive customer centricity & bridge cultural gap - Specific to Service Communication
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Demonstrate ability to understand & manage multi - layered stakeholder relationships
DESIRED CHARACTERISTICS:
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Strong communication skills with the ability to prepare clear communication and confidently present meaningful analysis to senior management level
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Knowledge of Lean and Six Sigma principles.
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Experience in business transitions.
ELIGIBILITY CRITERIA:
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Bachelors degree with 8 years of Exempt handling experience in Operations/Servicing required for in lieu of a degree 10 years of Exempt handling experience in Operations/Servicing require
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L12+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible
Work Timings: 8 AM to 5 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, PIP)
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L12+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
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L12+ Employees can apply
Level / Grade : 14
Job Family Group:
Contact Center Operations
