AVP, Corporate Affairs-Frontline Communication

Role Title : AVP, Corporate Affairs-Frontline Communication

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 Ambition Box 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 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: 

Corporate Affairs shapes and protects Synchrony’s reputation and strategic narrative across the audiences that influence our ability to grow—employees, partners, communities, media, and policymakers. Led by the Chief Corporate Affairs Officer, the function brings together executive communications and visibility, media relations and thought leadership, enterprise employee communications and engagement, event marketing, and content strategy. The team defines Synchrony’s enterprise story and positioning as a leading merchant, provider, and consumer payments ecosystem—powering the businesses that power American commerce and helping people access what matters most—then partners with leaders across the company to deliver that story consistently through major moments and everyday communications.

Role Summary/Purpose

Synchrony's frontline associates are the voice of our brand — the people who show up for customers every day across customer service, collections, fraud, customer solutions, frontline employee experience and complaints operations. This role exists to make sure those associates feel informed, connected, and clear on what matters and why.

The AVP, Frontline Communications is a communications partner and channel strategist embedded within Synchrony's global Corporate Affairs team. Based in India and working closely with Operations leaders across the U.S. and Asia, this person helps translate enterprise priorities into messages and context that supports our frontline teams, while building the systems to deliver them consistently.

The ideal candidate will bring the communications expertise, the content craft, and the channel discipline that makes our communications better. They are a relationship-builder and trusted partner who can also bring rigor to how communications are delivered and measured for impact.

Key Responsibilities

Partner with Operations leaders across customer service, collections, fraud, customer solutions, frontline employee experience and complaints to develop and deliver communications that reach frontline leaders and contact center agents. Understand the audience, the channels, and what it takes to cut through in a high-volume environment.

• Translate enterprise messaging and leadership priorities into clear, agent-ready communications that drive understanding and action.
• Write and edit frontline ready content optimized for speed, clarity, and action.
• Build and manage a stakeholder plan with Enterprise Operations leadership, including audience segmentation and channel strategy.
• Operate and support the execution of the “frontline channel ecosystem” (e.g., email, intranet/SharePoint, digital signage, chat tools, knowledge base, workforce tools, etc.), helping to define what goes where, posting standards, and publishing cadence so associates get fewer, clearer messages.
• Build and maintain SharePoint/intranet pages for frontline audiences (content layout, navigation, basic page design, and ongoing updates), keeping critical information current and easy to find.
• Play a support role for select, leader-owned town halls (and large group meetings), partnering (but not owning) to build meeting agenda/run-of-show and partnering with leaders on message framing, Q&A prep, and follow-ups.
• Support change management communications for high-impact Operations initiatives: frontline experience updates, policy changes, Great Place to Work programs, and new measurement tools.
• Build and maintain frontline leader communication guides and toolkits that enable frontline managers to cascade key messages with consistency and confidence.
• Play a key supporting role in the annual Tech&Ops Conference (U.S. and Asia), including partnering with the broader Corporate Affairs team and Operations leadership on content development, speaker preparation, and onsite execution.
• For larger scale projects/priorities/change initiatives, create content packages (core messages, manager talking points, FAQs, etc.) so teams and leaders can deliver information consistently.
• Define and track frontline comms KPIs (reach, open/click, page engagement, attendance, comprehension signals, repeat-contact drivers) and translate insights into channel and content adjustments.
• Use modern tooling (including AI-assisted drafting/summarization, readability tuning, etc.) within company guardrails to speed production and improve consistency, without compromising voice, accuracy, or compliance.
• Support broader Corporate Affairs and enterprise employee communications priorities as needed, especially in ensuring messaging and priorities are translated for frontline audiences.

Required Skills/Knowledge

• Bachelor’s degree with 5+ years or in lieu of degree 7+ years of relevant experience.
• Experience in financial services, fintech, or a regulated industry where communications must balance transparency, compliance, and engagement.
• Familiarity with BPO, shared services, or large-scale contact center environments — organizations where frontline reach is a real operational challenge, not an afterthought.
• Experience contributing to or operating a communications intake or prioritization function.

Desired Skills/Knowledge

• 5-7 years of internal or employee communications experience, ideally with meaningful exposure to frontline, hourly, or contact center associate populations. You know this audience and have adapted your approach for them.
• Exceptional writing and content development across formats — from leadership messages and manager guides to town hall scripts and digital content, delivering work that’s clear, simple, and built for the reader.
• A demonstrated ability to advise and influence senior leaders, bringing a communications point of view to the table and can make the case for a different approach when the situation calls for it.
• Change management communications experience.
• Comfort working across time zones in a matrixed, global operating model. You are effective with U.S.-based stakeholders without needing to be in the room and can work asynchronously. You also understand how communication lands differently across geographies.
• A structured, disciplined approach to managing intake, prioritization, and multiple workstreams simultaneously — without losing the quality or craft of the output.
• Fluency in using digital communication channels with a distributed workforce. This includes comfort using AI and automation tools responsibly to accelerate drafting, editing, summarization, and content repurposing, with sound judgment on approvals and accuracy.
• Curiosity in (and enthusiasm for) using new tools and technologies to support development, testing and measurement of communications.
• Hands-on experience with SharePoint/intranet publishing (building pages, structuring content, maintaining hubs) and comfort working in enterprise content management workflows.
• Confidence and knowledge to deliver strong facilitation and production support for town halls and leader forums (run-of-show, scripting, speaker prep, Q&A management, and post-event comms).
• Working knowledge of measurement and optimization for employee communications (analytics, testing, and insight-driven iteration).

Eligibility criteria

Bachelor’s degree with 5+ years or in lieu of degree 7+ years of relevant experience.

Work Timings:

This role qualifies for Enhanced Flexibility 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)
We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR.
Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying.
• Inform your manager or HRM before applying for the role on Workday.
• Ensure that your professional profile is updated (fields such as education, prior experience, 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).
• L8+ Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.
• L8 + Employees can apply.

 Grade/Level: 10

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