Job Description

Role Title : AVP - Inbound Routing/Data Management Senior Analyst (L10)
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:
Operations analytics and reporting provide valuable insights into the performance and efficiency of various business operations. It involves collecting and analyzing data from different processes, systems, and resources to make informed decisions. Through comprehensive reporting, key performance indicators (KPIs) and metrics are presented, enabling stakeholders to monitor progress and identify areas for improvement. Effective operations analytics and reporting lead to optimized processes and better decision-making, ultimately contributing to the overall success of the organization.
Role Summary/Purpose:
What You'll Accomplish as an Analyst, Operations Planning: As an Analyst, Operations Planning you'll be a part of and have daily interactions with Synchrony's Workforce Planning (WPO) team. You will partner cross functionally with the Operations, WPO, IVR, Reporting and the Voice Infrastructure teams to develop and execute new call routing set-ups, updates to existing routing and other projects related to call servicing. In this position you will be responsible for creating build requirements and working alongside the Voice team to build, test and deploy new call routing, along with understanding how IVR/Telephony call data is captured and housed in the EDL/DWH's. You will ensure that this data is validated and documented as new project data is put into BAU.
Key Responsibilities:
Partner with IVR, Telecom and Reporting teams to meet goals and deadlines.
Liaison between IVR/Telecom/Infrastructure and other call management platforms and WPO.
Build relationships with Operations and WPO by educating and providing routing solutions to meet the needs of the business.
Oversee validation process for NCI deployments and conversions to ensure accuracy with Inbound call routing and Reporting.
Partner with Operations, Reporting and Forecasting to develop and maintain DSR and Data Warehouse categories to meet the needs of the business.
Develop reporting to provide Operations and WPO with volume requests via DSR, CUIC and TCD data sources.
Drive enhancements, simplifications, and standardization to existing routing and continue to explore opportunities to create efficiencies.
Communicate effectively with leadership on strategic initiatives and with Operations team regarding questions/ requests.
Partner closely with IT to execute testing and collaborate to resolve any technical issues.
Perform other duties and/or special projects as assigned.
Able to create/develop Dashboards in Tableau, write sas codes according to the
business requirements.
Spearheading projects, collaborating closely with Agile teams on all data warehousing projects, managing project meetings, and supporting colleagues and team members.
Working on multiple DWH projects i.e. testing, validation, and handling them effectively.
Ensuring the availability, security, and accuracy of Synchrony Operational data.
Capable of working independently with minimal supervision, yet willing to seek guidance when necessary.
Required Skills & Knowledge:
Bachelor's Degree or Engineering with a minimum of 7+ years of hands-on experience in Analytics domain or in lieu of a degree, 9+ Years of relevant experience
4+ years experience in financial services industry
2+ years of experience working with Workforce Planning, Telecom, Voice & IVR
1+ years of experience working on projects in a matrix environment
1+ years of experience using Microsoft Excel or Access Desired Characteristics
Minimum 3+ years of work Experience in Tableau Dashboard Creation, Python, workbooks, and reports in Tableau
Experience with SAS, SQL and Advanced Excel formulas
High degree of proficiency in Microsoft Excel and Access.
Strong PC skills
Detail oriented with the ability to analyze and decipher large amounts of data
Proven ability to solve complex problems.
Strong skills in project management, communications, multi-tasking, ability to work independently, and relationship management
Effective written and verbal communication skills- ability to communicate effectively with various levels of stakeholders
Demonstrated ability to manage multiple initiatives, form business insights and provide wing-to-wing support in a fast-paced environment
Ability to use complex expressions to calculate, group, filter, parametrize, optimize and format custom dashboards/reports using Tableau
Desired Skills & Knowledge:
Advanced Visualizations and tableau dashboarding skills with interactivity and publishing
Independently perform data quality analysis
Hands on experience in python and tooling on anaconda, Pandas, Numpy
Should have good exposure on data insights/mining methodologies
knowledge in Big data and related tools Pig, Hive, PostgreSQL
Work Experience in Sql, Oracle DB and its queries execution and in SAS GRID management.
Understand requirements and create reports based on adhoc requests.
Liaise with the reporting team and end users (local & remote) to gather requirements & build reports.
Strong written/oral communication skills.
Eligibility Criteria:
Bachelor's Degree or Engineering with a minimum of 7+ years of hands-on experience in Analytics domain or in lieu of a degree, 9+ Years of relevant experience
4+ years experience in financial services industry
2+ years of experience working with Workforce Planning, Telecom, Voice & IVR
1+ years of experience working on projects in a matrix environment
1+ years of experience using Microsoft Excel or Access Desired Characteristics
Minimum 3+ years of work Experience in Tableau Dashboard Creation, Python, workbooks, and reports in Tableau
Experience with SAS, SQL and Advanced Excel formulas
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, LPP)
L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
L08+ Employees can apply
?Grade/Level: 10
Job Family Group: Data Analytics

Skills Required