Manager - Collections Digital and Mail Contact Strategy (L09)

Job Title: Manager - Collections Digital and Mail Contact Strategy (L09)

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 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, for all to take up leadership roles.

Organizational Overview:

Credit Team decisions credit actions across the lifecycle of a customer – from acquisition to account management to collections and recover – we work towards managing credit and fraud losses and elevating customer experience through powerful and proprietary insights on customer risk and credit behaviors. The actionable insights are driven by access to numerous alternative data sources, new age technologies, focused strategies, emerging algorithms, and predictive precision. Spread across 10 pillars the credit team in India caters to the entire gamut of decision sciences, from data management to model development to strategy design, and bringing it all to life through technology, and managing within the guardrails of our regulatory requirements. As part of the team, you will have access to some unique product propositions, functional and leadership training, interaction with executive leadership team and a myriad of diverse perspectives.

Role Summary/Purpose:

This role will be responsible for developing, delivering, managing and performance monitoring of Collections strategies for Digital and Mail channels. This individual is expected to be intellectually curious and action-oriented, proposing new tests and strategies and then driving the same towards completion. This individual leads these projects from end to end – working closely with stakeholders inside and outside the Strategy organization throughout, from initial discussions to toll gating to strategy execution and performance measurement within established rigor. This is an excellent opportunity to work with data, engage with persons of all levels across many organizations, and have a positive impact on customer engagement, loss mitigation and cost reduction. This individual will be part of the Credit Analytics organization in India and within the “span of control” of the Collections & Recovery Strategy Organization within Credit & Capital Management.

Key Responsibilities:

• Lead or support strategy development for collections for Digital and Mail channels, includes conducting statistical analyses, developing proposals, and presenting the same, obtaining approvals, partnering with multiple groups to implement changes, and assessing post-implementation execution and performance.
• Lead or support strategy development for new federal and state regulatory changes, as required.
• Lead or support development of new e-mail and other creatives
• Lead or support various updates and other ongoing processes, including but not necessarily limited to, capacity impacts after upcoming or recent strategy changes and inventory management.
• Partner with other organizations inside and outside Strategy to ensure strategies are working as designed, in part by leveraging excellent communications and presentation skills
• Lead or support cross-functional project teams to address strategy and performance impacts, as required, in part by leveraging your superior organizational skills.
• Update strategy sheets for new strategies in compliance with procedures and expected rigor; ensure strategy sheet design and content satisfy the needs of the entire Strategy organization; propose improvements and other changes around the same; must apply diligence to detail.
• Ensure strategy documentation is comprehensive, accurate and always current.
• Complete regular reviews of strategies and tests with Legal, Compliance, and Fair Lending to ensure strategies comply with applicable laws, regulations, regulatory guidance, and company policies.
• Provide support to strategy development, for updates to Collections and Recovery process and procedures and inventory management, documentation related to strategy such as creatives, strategy sheets across Collections and Recovery team as required.
• Provide support for frequent exams, audits, and other internal and external reviews.
• Participate in ad-hoc projects and analyses, as needed.
• Other duties as assigned.

Required Skills/Knowledge:

• Bachelor's degree with quantitative underpinning (i.e., Data Science, Computer Science, Risk, Accounting, Business, Economics, Finance, Mathematics, Statistics, Engineering) with 2+ years of experience in Programming/Analytics ideally in support of Risk, Credit, Finance, Consumer Lending, or other relevant professional experience; OR in lieu of a degree, 4+ years of experience in Programming/Analytics ideally in support of Risk, Credit, Finance, Accounting, Consumer Lending, or other relevant professional experience.
• 2+ years’ experience in SAS, SQL, Excel, Word and PowerPoint
• Excellent interpersonal, analytical, organizational and written and verbal communication skills
• Ability to make decisions and recommendations based on quantitative analysis and creative thinking
• Strong self-starter balanced with desire to achieve team goals
• Ability to handle sensitive issues with uncompromising integrity and confidentiality

Desired Skills/Knowledge:

• Prior Collection Strategy Development or Credit Strategy Development/ Risk Management experience and/or prior Collections experience in other functions
• 2+ years demonstrated success developing and delivering advanced analytics solutions
• Data lake experience and strategies
• Master's degree in Business or in a Quantitative Related Field
• Proven analytical and decision-making skills
• Experience developing scoring models or decision-tree segmentations
• Ability to independently manage processes, Self-motivated, and drive continuous process improvement
• Strong communications, problem solving skills and attention to detail
• Experience presenting to senior leadership teams
• Demonstrated ability to apply strategic thinking toward tactical execution
• Experience working with cross-functional project teams

Eligibility Criteria:

• Bachelor's degree with quantitative underpinning (i.e., Data Science, Computer Science, Risk, Accounting, Business, Economics, Finance, Mathematics, Statistics, Engineering) with 2+ years of experience in Programming/Analytics ideally in support of Risk, Credit, Finance, Accounting, Consumer Lending, or other relevant professional experience; OR in lieu of a degree, 4+ years of experience in Programming/Analytics ideally in support of Risk, Credit, Finance, Accounting, Consumer Lending, or other relevant professional experience.

Work Timings: 2:00 PM - 11:00 PM IST

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 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.
• L04+ Employees can apply.

Grade/Level: 09

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