AVP, Customer Solutions (L11)

Job ID: 2502980

Job Description:

Role Title: AVP, Customer Solutions (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 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.

Our Way of Working:

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, or at the office premise. Occasionally you may be required to commute to the  office for in person engagement activities,  business or team meetings, training and culture events.

Organizational Overview:

Customer Solutions in Synchrony India handles  requests, inquiries  from Credit Bureaus,  SYF Credit Card users via email, e-chats, phone or written mail.  Our proficiency lies in handling inquiries, requests which cannot be addressed at intake based on the defined process. We specializes in reviewing inquiries/request, conducts research and responds accordingly to the customers, further L2 processes work on requests  – Customer Care and Info Reporting, Disputes, Monetary and External Inquiries.

Role Summary/Purpose:

As Leader of Manager of People you will be responsible to shape the Customer Solutions team by managing high performing teams, provide direction on operational & tactical strategies. Lead the team in fast-paced and ever-changing environment, drive employee engagement, implement innovative solutions to increase productivity, efficiency, build strong processes to eliminate issues / defects / gaps.  Motivate, inspire, and collaborate with the employees, stakeholders and leadership  team to create a culture of engagement and high performance.

 Key Responsibilities:

• Act as Owners : Lead & direct Managers of People to achieve performance goals, manage day to day operations to deliver exceptional solutions to query management, meet & exceed metrics.

• Relate & Inspire : People Management (Includes performing supervisory appraisals ) , Financial analysis and budgetary skills; Defining service requirements and translating into specific service plans.

• Champion Customers : Champion customer – centricity by driving change and influencing projects, service plans and operational practices to meet changing customer requirements and process improvements

• Elevate Everyday : Coach, develop action plans, which maximize performance, and provide effective feedback to managers and non-exempts groups

• Implement best practices, develop continuous improvement plans, and make data-driven recommendations based on employee and customer insights.

• Proven capability to work under pressure & delivery successfully in dynamic environment

• 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

• Issue resolutions : Collaborate with process owner to resolve eGRC issues promptly. Act as owners to resolve egrc issues/tasks assigned related to issues.

Required Skills/Knowledge:

• Graduate with overall 8+ years of experience in financial services, or in lieu of a degree, 10+ years of experience in financial services

• Minimum 6+ years of experience in handling people, with experience in conducting impactful appraisal and one on one discussions, handle difficult conversations, hands on experience in handling KPIs  like CCT, Quality , Productivity etc.

• Proven track record of managing people, provide strategic direction to achieve performance goals & coach teams to achieve high performance target.

• Strong ability to develop team members, 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.

• Should be open to working in dynamic shifts/ shift timings. Ability to modify and refine action plans and operational practices to meet changing customer requirements or process improvements

• Strong communicator – help simplify articulate complex situations there by resulting in successful solutions.

• Ability to analyze and implement processes and problem resolutions

Desired Skills/Knowledge:

• Customer Solutions experience

• Demonstrated innovation and good judgment/problem-solving skills when making decisions

• Ability to establish a course of action for yourself and others to accomplish specific goals while using appropriate resources

• Proven ability to analyze and improve work processes and policies

Eligibility Criteria:

• Graduate with overall 8+ years of experience in financial services, or in lieu of a degree, 10+ years of experience in financial services

• Minimum 6+ years of experience in handling people, with experience in conducting impactful appraisal and one on one discussions, handle difficult conversations, hands on experience in handling KPIs  like CCT, Quality , Productivity etc.

Work Timings :

12:00 PM to 09:00 PM IST/ Should be flexible to work in shifts as per business requirements

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)

• L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L9+ Employees can apply.

Grade/Level: 11

Job Family Group:

Customer Service Operations