Job Description

Role Title: AVP - Retail Card Customer Service (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:
This operations team is dynamic phone banking team consisting of Multiple Clients. 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 and effectiveness. 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:
This AVP will be responsible for leading and managing a midsize group of front-line managers and associates responsible for Retail Card Customer Service Operations. This individual is responsible for ensuring all regulatory and compliance requirements are met besides managing performance on the core metrics. This individual will be responsible for driving employee engagement and implementing innovative solutions that reduce overall issues/defects/gaps and increase overall productivity and efficiency and improve customer and employee experience.
Essential Responsibilities:
Act as Owners:
Lead and manage operations portfolio, includes leading a team of supervisors to achieve performance goals and maintain associate satisfaction.
Relate & Inspire:
People Management (Includes performing supervisory appraisals), Financial analysis and budgetary skills
Coach, develop action plans, which maximize performance, and provide effective feedback to exempt directs and non-exempts groups.
Champion Customers:
Defining service requirements and translating into specific service plans
Modify and refine service plans and operational practices to meet changing customer requirements or process improvements
Analyze and implement processes and problem resolutions
Owns Client satisfaction on all new implementation
Elevate Everyday:
Work under pressure & in dynamic shifts, professional demeanor, and strong communication skills (verbal & written)
Demonstrate innovation and good judgment/problem solving skills when making decisions
Establish a course of action for self and others to accomplish a specific goal while using appropriate resources
Analyze and improve work processes and policies
Maintain and grow revenue of existing Clients/Programs
Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover
Qualifications/Requirements:
Bachelor's degree in any discipline with minimum 10+ years of experience in financial services, or in lieu of a degree minimum 12+ years of experience in financial services.
Minimum 6+ years of team (minimum 16 - 20 associates) handling experience , includes appraisal and one on one discussions, grievance handling, hands on experience in handling customer centricity metrics
Analyze and implement processes and problem resolutions.
Work under pressure & in dynamic shifts, professional demeanor, and strong communication skills (verbal & written).
Hands on experience in hiring, training, developing, and managing performance of direct reports in area of specialty.
Hands on experience in mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements.
Demonstrate innovation and good judgment/problem solving skills when making decisions.
Establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
Analyze and improve work processes and policies; Maintain and grow revenue of existing Clients/Programs.
Profitability of existing programs, including revenue, margins, billing performance, seat utilization (Headcount planning) and program turnover; Owns Client satisfaction on all new implementations.
Desired Characteristics:
Hands on experience in hiring, training, developing, and managing performance of direct reports in area of specialty.
Hands on experience in mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements.
Should be open to working in Dynamic shifts/ shift timings.
Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Ability to modify and refine action plans and operational practices to meet changing customer requirements or process improvements
Ability to analyze and implement processes and problem resolutions.
Advanced knowledge of financial analysis, accounting and economic principles of contracts and legal documents
Professional demeanor, and strong communication skills (verbal & written)
Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions
Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
Ability to coach, develop action plans, which maximize performance, and provide effective feedback
Work Timings: Flexible Night Shifts and need to drive in person engagement at hub.
Eligibility Criteria:
Bachelor's degree in any discipline with minimum 10+ years of experience in financial services, or in lieu of a degree minimum 12+ years of experience in financial services.
Minimum 6+ years of team (minimum 16 - 20 associates) handling experience , includes appraisal and one on one discussions, grievance handling, hands on experience in handling customer centricity metrics
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 (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
Grade/Level: 11
Job Family Group: Customer Service Operations

Skills Required