Job Description

Role Title: Manager, Fraud Solutions (L08)
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 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.
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 :
Fraud Operations team reviews potential fraud alerts triggered by the Fraud Strategies to help mitigate fraud risks across the lifecycle of a customer. Additionally the team caters to customers who have been victims of fraud by reporting, investigating and processing fraud cases. This team is Spread across 7 sites in Asia and U.S. With this team You will gain some unique experiences, both at a functional and leadership level.
Role Summary:
You will be responsible for managing a team of front-line associates responsible for Fraud Operations including Fraud Tactical Operations, Watchlist Screening and Credit Solutions. You will partner with your team developing skills that drive quality servicing as they engage with our customers. You will be directly responsible for meeting/exceeding client contractual requirements, including service standards, call quality and ensure a positive customer experience. Your goal will be motivating and inspiring your team to be the best contact agents in the industry. Your team should be highly engaged and motivated creating an employee /customer centric work culture. You will be responsible for meeting/exceeding all the Fraud Operations performance goals. As their leader, you are their mentor, helping them navigate our culture and realize their personal aspirations.
Essential Responsibilities:
Effectively lead and manage a team of frontline associates and directly responsible for leading, motivating and coaching your team for high performance.
Champion Customers: Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences.
Act as Owners: Lead a team that direct connects with cardholders and customers every day, directly impacting our business' operational success and growth.
Relate and Inspire: Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging.
Elevate Every Day: Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.
Directly responsible for leading your team to success -driving performance management, ensuring your team is equipped to provide a positive customer/client experience.
Directly responsible for coaching your team on process, quality, productivity, schedule adherence and customer experience along with other metrics/requirements.
Ensure appropriate risk for the business -ensuring your team is familiar with and understands the importance of following operating instructions including compliance requirements.
Monitor calls and coach to improve quality and minimize errors.
You will be responsible for reviewing the performance of your team, identifying training and coaching needs and planning coaching sessions. Evaluate team performance and conduct performance appraisals.
Partner closely with Human Resources in the areas of performance management and workplace policies and procedures, timekeeping and attendance tracking and carry out performance management measures.
Partner with other managers to share ideas and facilitate best practices, cultivating an environment of trust and teamwork, identifying process improvement and enhancements.
Inspiring and connecting with each team member -cultivating an environment of trust, teamwork and personal ownership. Partnering with each team member to understand and help support their personal development. Conduct regular team building and engagement activities.
Project management -Initiating, planning and executing on key business initiatives.
Qualifications/Requirements:
Bachelor's degree in any discipline with minimum 2+years in Synchrony; OR in lieu of a degree, 4+ years in Synchrony.
Prior experience in Fraud Operations & Voice process ?
Fair understanding of call center metrics like VOC (Customer Experience), CCT (Call Handling Time), Quality etc.
High integrity & ability to handle confidential information.
Superior listening, interpersonal skills, presentation skills and excellent verbal/written communication skills.
Should have analytical and reasoning skills
Demonstrated proficiency in word, excel and Power point
Must be willing and able to work flexible work schedules including nights and weekends to support 247 operation.
Ability to work across all levels of management, Skilled communicator at all levels inside and outside the organization.
Desired Characteristics:
Prior experience in Fraud Operations & Voice process
Demonstrated leadership skills in assuming ownership and accountability.
Demonstrated ability to work effectively with all levels of management.
Excellent organizational and time management skills.
Ability to make quick decisions appropriately.
Demonstrated ability to effectively negotiate and handle conflict.
Self-motivated, willingness to assume additional responsibilities.
Eligibility Criteria:
Bachelor's degree in any discipline with minimum 2+years in Synchrony; OR in lieu of a degree, 4+ years in Synchrony.
Prior experience in Fraud Operations & Voice process
Work Timings :
08:00 AM to 12:00 AM EST
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 their current role and level are only eligible.
L8 Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.
L4+ employees can apply for this opportunity.
?Grade/Level: 08
Job Family Group: Fraud Operations

Skills Required