Job Description

Role Title: AVP, Consumer Bank Operations (L11)
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.
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 Ambition Box Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
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.
Organizational Overview:
The Consumer Banking Operations department plays a critical role within the broader banking organization, responsible for ensuring the seamless execution of day-to-day banking activities that directly impact the customer experience. This unit is dedicated to delivering operational excellence by managing retail banking processes including account servicing, transaction processing, risk mitigation, compliance adherence, and the integration of advanced technology platforms.
Our Consumer Banking Operations team supports millions of customers through efficient handling of deposits, payments, loan servicing, and customer inquiries, fostering trust and reliability in every interaction. Operating at the intersection of technology, customer service, and regulatory compliance, the department collaborates closely with front-line teams, risk management, IT, and business units to drive process improvements, operational efficiency, and innovation.
Role Summary/Purpose
We are seeking an experienced and dynamic leader to serve as AVP, Consumer Bank Operations. In this role, you will lead a high-performing back-office team (~60 FTEs) supporting Consumer Banking operations in Hyderabad. You will drive operational excellence, manage day-to-day activities across multiple queues, oversee strategic initiatives, and act as a bridge between Consumer Bank and key cross-functional partners like Surveillance, RPA, Technology, and Risk Testing.
This position is ideal for internal candidates eager to step into a leadership role with a strong focus on people development, collaboration, and operational efficiency within a fast-paced environment.
Key Responsibilities:
Manage daily operations of over 30 back-office queues, maintaining compliance, quality, and SLA adherence.
Lead and develop Front Line Managers and their teams, fostering a culture of accountability and engagement.
Serve as the central point of contact for Consumer Bank strategic initiatives, ensuring alignment with business priorities.
Plan and execute readiness activities to support new programs, product launches, and regulatory requirements.
Collaborate with cross-functional teams to facilitate smooth rollout of initiatives such as Bank Station, CD Closures, and Digital Wires.
Conduct risk assessments and due diligence during volume migrations/business transitions, ensuring minimal disruption.
Represent the India Hub Consumer Bank in cross-organizational forums, sharing best practices with global colleagues.
Monitor KPIs, prepare operational reports, and conduct monthly business reviews to drive continuous improvement.
Conduct performance management activities including appraisals, goal setting, coaching, and feedback.
Drive customer-centric operational changes, influencing service plans and process enhancements.
Work closely with process owners to address and resolve eGRC risks promptly.
Qualifications/Requirement:
Bachelor's Degree with 8+ years of experience in banking OR in lieu of a bachelor's, equivalent 10+ years of relevant work experience managing processes and people in large matrixed organization.
Minimum 6 years of hands-on US Credit Cards operations experience with proven people leadership capabilities.
Demonstrated ability to conduct effective performance discussions and manage KPIs (CCT, Quality, Productivity).
Comfortable working in dynamic shift patterns with flexibility to adjust to changing business needs
Strong communication and problem-solving skills with a focus on practical solutions.
Ability to effectively prioritize and work with minimal guidance.
Demonstrated ability to analyze processes and recommend improvements through change management.
Experience in Microsoft Office products.
Desired Characteristics:
Strong expertise in financial service regulatory environment.
Hands-on consumer banking operations experience with proven people leadership capabilities.
Proficient in consumer banking applications such as Aperio, Signature, Nautilus, Compass.
Ability to see and plan for the "big picture" and manage detailed processes.
Demonstrated ability to lead multiple initiatives and achieve performance goals in a high-volume environment.
Proven ability to solve complex problems.
Highly motivated, self-starter with strong problem-solving skills and an ability to deliver multiple requests against tight deadline requirements.
Influence and role model behaviors that will lead to a strong risk environment and culture.
Ability to think strategically and drive changes for simplification, alignment, and process controllership.
Strong knowledge of compliance rules and regulations
Goal-oriented and objective-driven Creativity and problem-solving skills
Eligibility Criteria:
Bachelor's Degree with 8+ years of experience in banking OR in lieu of a bachelor's, equivalent 10+ years of relevant work experience managing processes and people in large matrixed organization.
Minimum 6 years of hands-on US Credit Cards operations experience with proven people leadership capabilities.
Work Timings:
Should be flexible to work in night and rotational shifts, evening and weekend coverage. (Ability to work Monday to Saturday 1.00 PM IST - 10.00 PM IST. These schedules are subject to change based on business needs; (Employee should be flexible to work in rotational night shifts)
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 (Formal/Final Formal,LPP)
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
Level/Grade: 11
Job Family Group:
Consumer Banking Operations
Job Family Group: Customer Service Operations

Skills Required