Manager, Complaints Case Inventory Management (L09)

Role Title: Manager, Complaints Case Inventory Management (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 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: This Manager role is within the Enterprise Complaint Operations pillar, a critical component of the Enterprise Complaints and Customer Experience (EC&CE) organization under Technology and Operations. The role supports end-to-end oversight of escalated and non-escalated referred complaint cases, as well as Specialty Complaint allegation cases. It plays a key part in ensuring adherence to both internal and external Service Level Agreements (SLAs) across the complaint lifecycle, while also maintaining a balanced employee experience by managing workload distribution effectively. Reporting to the AVP, Complaints Case Inventory Management, this role closely partners with Operations leaders, quality teams, and cross-functional stakeholders within Corporate Consumer Relations and Specialty Complaints Team to drive timely case progression, accurate reporting, and proactive risk mitigation. 

Role Summary/Purpose: The Manager, Complaints Case Inventory Management leads end-to-end oversight of complaint case inventories, ensuring balanced workload distribution, and strict SLA compliance through continuous monitoring of case volumes, aging metrics, and Upper Control Limits. This leader proactively identifies risks via early warning indicators, collaborates closely with team leads, managers, and appropriate stakeholders for case reassignment during absences, and drives prioritization of case processing to safeguard timely resolution within Corporate Consumer Relations and Specialty Complaints Team processes.

Key Responsibilities: 

• Support the build and run of the Complaint Case Inventory Management Framework in partnership with Complaint Operations Leadership, establishing governance, risk mitigation controls (e.g., thresholds/alerts), and role-based reporting to ensure transparent case workload visibility for Specialists, Managers, and Executive Leadership.
• Lead and manage a team of case management analysts responsible for dynamic, rule-based case assignment, ensuring balanced workload distribution based on specialist skills, availability, and case complexity.
• Oversee daily, weekly, and monthly case inventory reporting, tracking workload distribution, aging cases, backlog trends, and productivity metrics to maintain visibility and control over case volumes.
• Responsible for Inventory Controls such as Upper Control Limits (UCL), Case Assignment, Workload prioritization, Case Management guidelines, and all SLA controls. Analyze and monitor case inventories against SLA Controls leveraging early warning indicators and SLA dashboards to identify and escalate potential risks proactively.
• Partner closely with Managers, team leads, and Quality to maintain seamless case progression through investigation, functional outreach, and review stages, and to prioritize cases for timely assessment and resolution.
• Collaborate with managers, team leads and quality managers across Corporate Consumer Relations and Specialty Services Groups to plan and execute case reassignments during staff absences, ensuring continuity and SLA adherence.
• Analyze case inflow, staffing capacity, attendance, and productivity trends to dynamically adjust case assignments and optimize overall team performance.
• Facilitate regular cross-functional meetings and communication channels that promote transparency on case inventory health, prioritization decisions, and potential risks.
• Support escalation protocols related to overdue cases or operational bottlenecks, acting as a liaison between complaint handlers, reviewers, and leadership to resolve issues swiftly.
• Drive continuous improvement initiatives by providing analytical insights that inform coaching, training, and process enhancements to improve case handling efficiency, accuracy, and SLA compliance.
• Ensure strict adherence to organizational procedures, regulatory requirements, and data integrity standards in all case management and reporting activities.

Required Skills/Knowledge:

• Bachelor’s degree in business, Operations Management, Analytics, or a related field with 3 years of experience in complaint management or case/inquiry management, within operations or analytics functions OR in lieu of a bachelors, equivalent 5 years of relevant work experience.
• Proven experience managing teams, stakeholders, and also overseeing case management or similar operational roles.
• Demonstrated expertise in dynamic, rule-based case assignment processes or similar workload distribution methodologies.
• Skilled in data validation, reporting accuracy, root cause analysis, and presenting actionable insights to leadership.
• Effective communicator with the ability to collaborate across multiple teams and drive alignment.
• Strong organizational skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• High attention to detail with a commitment to quality and SLA adherence.

Desired Skills/Knowledge: 

• Collaborative leader with excellent interpersonal skills and team management experience.
• Proactive, data-driven problem solver with strong strategic thinking abilities.
• Comfortable working independently while fostering a strong team environment.
• Experience working in bilingual or multicultural teams is a plus.
• Analytical skills, including exposure to case management and workforce management systems such as Sprinklr, Salesforce, and BI/reporting tools like Excel, Power BI, or Tableau.

Eligibility Criteria: Bachelor’s degree in business, Operations Management, Analytics, or a related field with 3 years of experience in complaint management or case/inquiry management, within operations or analytics functions OR in lieu of a bachelors, equivalent 5 years of relevant work experience.

Work Timings: 8:00AM - 5:00PM EST (This role requires the candidate to be based in Hyderabad location)

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)

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)
• 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.
• L07+ Employees can apply.

Grade/Level: 09

Job Family Group: