Job Description

Role Title: AVP, Business Solutions (L11)
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industrys 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.
We have recently been ranked #2 among Indias Best Companies to Work for by Great Place to Work. We were among the Top 50 Indias 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.
Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.
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.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Role Summary/Purpose:
As a critical member of the Strategy & Transformation organization, the AVP, Messaging Product Owner is responsible for delivering exceptional customer and agent experiences within our messaging channels including, but not limited to, asynchronous (e.g. Apple Messages for Business, etc.), traditional e-Chat, secured mail, etc. This role involves coordinating and delivering key features and capabilities to enhance our customer-facing messaging channels, aiming to improve our Net Promoter Score (NPS). The ideal candidate will possess a strong technical and operational background, combined with the ability to collaborate effectively across various agile teams and ARTs (Agile Release Trains), including both internal and third-party stakeholders. The Product Owner must be proficient in Agile methodologies, adept at leading cross-functional teams, and comfortable navigating ambiguity in a fast-paced environment.
Essential Responsibilities:
Manage backlog for Async, e-Chat and Secured Mail messaging channels including: owning/maintaining Jira Board(s), creation of features and stories in JIRA | JIRA Align, defining requirements, acceptance criteria, dependencies and any additional information required to DOR requests.
Ensure goals and KPIs are embedded in user stories, measured, monitored, and met.
Lead partnership with the Digital Customer Care (DCC) team to drive optimization and incorporate agent feedback into the applicable channels.
Develop and manage reporting across channels to ensure alignment on performance across all partners
Coordinate with internal and external agile teams (e.g. IVA, Digital First, Credit, etc.) to ensure alignment and delivery of features by attending relevant team ceremonies and planning sessions.
Lead the execution of product development initiatives, from concept to deployment, including testing, defect resolution and on-going proactive monitoring.
Ensure compliance with all corporate governance policies throughout the implementation, including documentation and alignment with L3 processes.
Collaborate with key stakeholders to understand business, client and customer needs across our messaging channels and to share best practices and insights from channel performance.
Partner with the Messaging Product Manager to define roadmap based on industry insights and performance of current Omnichannel Messaging experiences in support of our goals.
Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
Bachelor's Degree with 6+ years of product development and technology integration experience in the credit card, financial services, or technology industries, or in lieu of a degree 8+ years of product development and technology integration experience in the credit card, financial services, or technology industries
Minimum 6+ years of experience in Financial Services, or supporting a call center environment (Customer Service, Operations or Collections)
Minimum 5+ years Product / Project Management experience that includes:
Leading programs over multiple releases
A proven track record of strong project management with demonstrated success
Experience leading teams within the Agile Framework
Experience with Story and Requirement development
Action oriented - create an environment to leverage agile methodology and deliver continuous benefit to the business teams during a project
Proven experience in problem solving and negotiated solutions
Desired Characteristics:
Credit card, consumer finance, payments, financial services, or retail services industry experience.
Analytical approach to problem solving with strong reporting skills
3+ years project management within Operations environment
Agile Product Owner experience and certification
Solid communications, relationship building, and collaboration skills.
Demonstrated solutions delivery experience, with relevant examples that improved performance and customer experience
Knowledgeable on financial services, payments industry trends, competitors, emerging technologies, and companies
Technical knowledge (financial services)
Customer experience focus
Proactive, self-starter and collaborative leader
Work Timings:
This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time - 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more details.
For Internal Applicants:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
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)
Must not be any corrective action plan (First Formal/Final Formal, PIP)
L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
L09+ Employees can apply
Grade/Level: 11
Job Family Group: Information Technology