Job Description

Role title: Manager, Customer Service Operations (L08)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 rolesOrganizational Overview:The Retail Card operations team is dynamic team consisting of multiple portfolios for Phone Bank - Customer Service. The portfolio is worked out of Hyderabad in India, Manila/Cebu in Philippines and multiple locations in USA. It supports multiple clients like Amazon, PayPal Inc, Google, Shop HQ, J Crew to name a few.Role Summary / Purpose:Customer Service Manager Retail Card Operations is responsible for managing a team of 20+ non-exempt Customer Service representatives, providing coaching, executing all supervisory responsibilities and contributing to the motivation/development of the team through professional leadership. Nature of impact of a managerial role is direct and is primarily on one's own team and therefore ensuring the quality of the task/services/information provided by self and others are accurate and compliant. As a leader of the team, you will play a pivotal role in meeting Productivity, Quality and Customer experience metrics for the process. Implement innovative solutions to enhance performance on metrics like Qcal, VOC, FCR, CCT and build strong controls to ensure we are compliant.Essential / Key Responsibilities:Champion Customers:Connect day one and forward every employee to our servicing ambitions utilizing a customer centric approach.Ensure staff delivery of the highest level of customer satisfaction, supporting the acquisition of profitable new relationships, retention of existing customers and growth of existing business.Provide coaching and feedback on staff performance, improvement and development opportunities.Act as Owners:Lead a team which connects with cardholders and customers every day, directly impacting our business operational success and growth.Setting and meeting performance targetsAssist to develop strategies that maintain service levels above agreed standards.Monitoring daily performance of team and call center to ensure meeting key performance indicators and service standards.Adherence to the Performance Management Process and timelines.Adhere to organization's security policies and procedures.Protect organization's assets from unauthorized access, disclosure, modification, destruction and interference.Report security events or potential events or other security risks to the organization.Analyse performance, including trends, results, strategies etc to develop and implement action plans in alignment with portfolio goals.Relate and Inspire:Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging.Leading, Motivating, coaching and retaining a team of associates to deliver a superior customer experience through excellent service quality, process / product knowledge, investigation, request and fulfillment activities.Drive Engagement Goal to encourage participation in business related, in-person and/or virtual engagement opportunities that support the delivery of individual business goals, collaboration, and career development.Lead by example and drive hybrid work culture in alignment with organisational goals.Elevate Every day:Lead a team of representatives/senior representatives that will drive a culture of positive customer experience. Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.Monitoring calls to improve quality, minimize errors and track operative performance and build an efficient and effective team.Reviewing the performance of the staff, identifying staff training needs and planning training sessions.Ensure all work completed is compliant with relevant statutory, code and policy requirements.Ensure all requests are actioned in a timely manner and in compliance with all relevant statutes and codes, such as the Consumer Credit Code, Privacy Act, and the various property act legislations.Ensure customer complaints are minimized through training, a focus on quality and professional behavior.Required Skills/Knowledge:Should be 10 + 2 or above in any discipline.Minimum of two years of experience in financial services industry.Should have analytical and reasoning skills.Proven analytical & presentation skills in detecting patterns, brainstorming, researching, observing, interpreting data, integrating new information, theorizing, and making decisions based on multiple factors and options available.Superior listening, interpersonal skills, presentation skills and excellent verbal/written communication skillsDemonstrated proficiency in MS Word, MS Excel and Power point.Should be flexible to work in rotational shifts i.e. in night shifts with rotational scheduled offs.Ability to work with multiple levels of management internally and with customers or clients.Should have knowledge of Workstation, FDR and Retail Card business client groups.Ability to work with people and in teams from various functions / department.Fair understanding of call center metrics like NPS, VOC, FCR, PR, CCT, SA, Quality etc.High integrity & ability to handle confidential information.Should not be on active Formal Corrective and above /Performance Improvement Plan.Desired Skills/Knowledge:Team handling experience preferred i.e. demonstrated effective leadership skills & experience leading teams of 15/20+ personnel.Excellent organization, prioritization and time management skills.Proven ability to lead and manage multiple projects through to completion with minimal supervision.Demonstrated ability to handle multiple priorities.Proven track record of using sound judgment in decision making & problem solving.Strong overall business perspective.Ability to become proficient with applicable systems in order to effectively lead teams.Creativity and high energy level.Highly motivated with ability to handle a high workload in a fast-paced and challenging environment.Exposure / Experience with Critical Experience Programs / STEP & other development programs will be added advantage.Strong analytical and great communication (verbal and written) skills.Willingness to engage with clients.Team Engagement / Recognition (Individual & Team). Encourage team participation in Organizations / Portfolios activities. Lead team building & engagement activities.Eligibility Criteria:Should be 10 + 2 or above in any discipline.Work Timings:Should be willing to work in rotational shifts and primarily Night Shift Timing.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)
• L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.
• L8 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• L04+ Employees can apply

Grade Level : 08Job Family Group: Customer Service Operations

Synchrony