Vice President Production Support (L12)

Job ID: 2501573

Job Description:

Role Title: Vice President Production Support (L12)

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.

• 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 roles.

Organizational Overview:

Production Support Team is responsible for supporting the deployment of changes for GOIT.  This role is responsible for driving all aspects of Issue Management collaborating with cross functional teams to ensure timeliness responses and fixes/improvements of production defects.

Role Summary/Purpose:

In this role, the VP of Production Support will be responsible for driving all aspects of Issue Management and support for all applications GOIT manages/supports. This Lead will collaborate with cross functional teams comprising of Business, IT, Governance, Frontline Experience and other key stakeholders in providing direction, ensuring alignment with SLAs, and identifying and addressing any Compliance concerns as needed.

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Lead Production Support enabling teams (GOIT Issue Management, including emerging Issues and Moxie/CXOne support) and drive optimization and execution of processes.

• Manage and support of Moxie/CXOne application in onboarding New Clients, setting up secured mail, and addressing ongoing issues

• Partner and act as a liaison with different key teams outside of Production Support (Servicing, Collections, Customer Solutions, digital, etc.) to drive and deliver functionality/features to close IR’s and incidents.

• Drive Issue Management dashboards; presenting, and disseminating reports regarding trends, status updates, close loop, and audits

• Plan and communicate with business, IT Leadership, and other key stakeholders regarding issue status, resolution and escalation.

• Collaborate with the Compliance team to ensure transparent, accurate tracking, and visibility to production issues to determine Critical to Compliance impact and manage SLA

• Constantly evaluates and refines the issue management process to maximize efficiency and effectiveness.

• Work with management to establish risk mitigation strategies and provide guidance on control enhancement to ensure key risks are appropriately managed

• Manage release communications in partnership with Frontline Experience Team and coordination of release meetings for the Business.

• Actively engage in PI (program increment) planning as part of the SAFe framework

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree with 12+years of IT experience and in lieu of a degree 14+years of experience

• Minimum 3+ years in application support or management, production support and issue resolution

• 5+ years in operational management including Servicing, Collections, and Customer Solutions

• 3+ years of cross-functional team leadership management experience

• Demonstrated ability to define and implement process improvements in the areas of

• issue management and communications

• Experience with managing and providing coaching to direct reports

• Excellent problem-solving skills and attention to detail

• Strong communication and collaboration skills

Desired Characteristics:

• Strong technology skills in a fast-paced and dynamic environment

• Strong influencing skills in a complex matrix working environment

• High energy, self-motivated, with strong communication skills in articulating complex concepts (verbal and written)

• Strong Program Management, Project Management and/or Business Analyst experience

• Track record of creative problem solving and resourcefulness and ability to thrive in a cross-functional and virtual environment.

• Experience with Agile software development framework

Eligibility Criteria:

Bachelor's Degree with 12+years of IT experience and in lieu of a degree 14+years of experience

Work Timings: 6:00AM – 2:30PM EST

(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, PIP)

• L10+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L10+ Employees can apply

Grade/Level: 12

Job Family Group:

Information Technology