VP, Remediation Capacity Planning & Forecasting

Role Overview: As the VP of Remediation Capacity Planning & Forecasting at Synchrony, you will be responsible for overseeing the planning of team capacity and forecasting potential breaches of SLAs in remediation projects. Your role will involve tracking and analyzing delay drivers, identifying trends, developing productivity benchmarks, and designing tools and processes for effective capacity and control monitoring. By providing actionable insights and reports, you will contribute to informed decision-making and operational efficiency. Key Responsibilities: - Capacity Planning: Evaluate upcoming workload based on remediation issues pipeline to ensure adequate team coverage. - SLA Breach Forecasting: Monitor remediation progress against SLAs and forecast potential breaches for timely intervention. - Delay Tracking & Root Cause Analysis: Identify and analyze delay drivers, report root causes for process improvements. - Trend & Productivity Analysis: Communicate trends in remediation activities, define productivity benchmarks, monitor team performance, and suggest enhancements. - Tool & Process Development: Create capacity planning tools and dashboards for real-time tracking, enhance operational processes. - Reporting & Communication: Prepare regular updates and executive reports highlighting risks, trends, capacity forecasts, root causes, and recommended actions. - Continuous Improvement: Proactively identify areas for process or tool optimization to streamline capacity management and SLA compliance. Qualifications Required: - Bachelor's degree with 10+ years of experience in Business Administration, Operations, Information Technology, or related field; or equivalent work experience. In lieu of a degree, 12+ years of relevant experience. - 10+ years of experience in capacity planning, business analysis, operations, or related analytical roles. - Advanced Excel skills; familiarity with data visualization tools (e.g., Power BI, Tableau) and workflow management tools. - Experience in tracking and forecasting against SLAs, strong analytical and problem-solving abilities. - Excellent verbal and written communication skills to present complex data and trends effectively. - Demonstrated experience in building reporting tools or dashboards and developing process documentation. Additional Details (if applicable): Synchrony, a premier consumer financial services company, offers flexibility, career advancement opportunities, and best-in-class employee benefits. The company has been recognized for its workplace culture, diversity initiatives, and commitment to employee well-being. (Note: The eligibility criteria, working hours, and information related to internal applicants have been omitted as per the provided instructions),