Job Description

Role Summary/Purpose: The Customer Solutions Manager is responsible for the daily running and management of the team through the effective use of resources, with responsibility for meeting, and possibly setting, customer service targets and planning areas of improvement or development. Essential Responsibilities: Connect day one and forward every employee to our servicing ambitions utilizing a customer centric approach. Act as Owners: Lead strategic engagements that will directly impact our business\' success and growth. Relate and Inspire: Provide a strategic and learner centric environment to foster the skills needed for success Elevate Every day: Lead a team of representatives/senior representatives that will drive a culture of positive customer experience. Providing leadership to a team of 20 or more associates by encouraging team spirit, setting high standards, coaching on performance, providing feedback and conducting employee evaluations, communicating a vision and encouraging innovation. Coaching on quality and productivity and other operations metrics. Monitoring inquiries to improve quality minimize errors and track operative performance and build an efficient and effective team, Working with other managers to share ideas and facilitating exchange of \'Best Practices\' Identifying improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes. Team Recognition (Individual & Team). Encourage team participation in Synchrony Financial activities. Organize team outings/activities. Leading, Motivating, coaching and retaining a team of front line associates, to deliver a superior customer experience through excellent service quality, product knowledge, investigation, request and fulfillment activities Working closely with Human Resources/Workforce Planning in the areas of staffing, performance management, and workplace policies and procedures. Timekeeping and attendance tracking. Adherence to the Performance Management Process and Timelines. Executing performance management measures as necessary and in a timely and proactive manner. Qualifications/Requirements: Bachelor\'s degree in any discipline with minimum of 2-5 years of Customer Solutions experience, OR in lieu of a degree 4-7 years of Customer Solutions experience. Minimum 4 years of experience in finance service industry Experience working in Cease and Desist Process. Should have knowledge of ACM, FDR, Vision Plus, Debt Manager Systems Should be open to work in shifts/rotational offs. Ability to lead, motivate and deliver feedback to others, including peers. Excellent organizational and time management skills. For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying. Inform your Manager or 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) L5 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. Level 5+ employees can apply Desired Characteristics: Demonstrated ability to address diverse management issues and team responsibilities. Highly motivated with ability to handle a high workload in a fast-paced and challenging environment. Strong analytical and highly developed communication (verbal and written) skills. Willingness to engage with clients. Proficient with MS office applications Flexibility and adaptability to meet business Having at least 24 months of Team leading Experience. Strong internal candidate identified eligible candidate can still apply. Customer Service Operations

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