Senior Analyst, Benefits & Cancellations Reporting (09)

Title: Senior Analyst, Benefits & Cancellations Reporting

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, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview: 

The product management organization defines and drives Synchrony’s product portfolio, including products, features, capabilities and distribution channels, across its lifecycle, from discovery through launch and iteration. Led by a head of product or CPO, it includes product managers and related roles who set vision, strategy, and roadmaps, then partner with PMO, design, engineering, and commercial teams, to build and commercialize across the portfolio. The organization aligns customer needs and business goals, prioritizes opportunities, and ensures coordinated, cross‑functional execution across all of Synchrony.

Role Summary/Purpose:

This individual contributor role is responsible for end-to-end benefits and cancellations reporting, oversight, and analysis for the Payment Security debt cancellation product (and applicable Emerging Products). The analyst will serve as the subject matter expert for reporting accuracy, data integrity, and actionable insights related to: (1) benefit utilization analysis, (2) benefit and cancellation trends and drivers, and (3) leadership-level reporting that supports operational execution, risk management, and continuous improvement. 

This role owns the reporting lifecycle for Customer Benefits and Customer Cancellations, including consolidating and validating data from internal and external sources, performing deep-dive analysis, identifying anomalies and root causes, and reworking/rebuilding existing Supplier reporting to produce clearer, more decision-ready insights for Leadership.

Key Responsibilities: 

Reporting Accuracy, Governance, and Data Integrity

• Own monthly/weekly benefits and cancellations reporting (volumes, outcomes, turnaround times, aging, customer segments, channels, and key drivers), ensuring consistency, accuracy, and clear definitions.
• Perform data validation, reconciliation, and quality assurance audits across internal and external data sources; document and resolve gaps, anomalies, and discrepancies.
• Maintain reporting controls including error tracking, root cause identification, and follow-up to resolution; recommend process improvements to prevent recurrence.

Benefits & Cancellations Analysis (Payment Security + applicable products)

• Conduct analysis to understand benefit utilization (e.g., customer attributes, origination/channel, tenure, geography, merchant/portfolio, segment, and other available dimensions), and identify patterns, shifts, and potential risks/opportunities.
• Analyze cancellation behavior and drivers, including timing, reason trends, and leading indicators; surface actionable insights to improve retention and customer outcomes.
• Build and deliver trend analysis, exception reporting, and deep dives to identify operational risks, anomalies, and emerging themes impacting benefits and cancellations performance.

Leadership Insights & Reporting Modernization

• Rework, enhance, or rebuild existing reporting (dashboards, recurring decks, scorecards, datasets) to improve clarity, segmentation, drill-down capabilities, and executive relevance.
• Translate complex findings into concise leadership-ready insights, including narratives, recommendations, and measurable actions.
• Identify reporting automation and standardization opportunities to reduce manual effort and increase reliability.

Cross-Functional Partnership

• Build strong working relationships with internal teams (e.g., Product, Operations, Compliance, Customer Experience, Risk) and external partners to align on definitions, outcomes, and action plans.
• Support Payment Security / Emerging Products initiatives and special projects as needed.

Required Skills/Knowledge:

• Bachelor’s degree with 2+ years in a business analyst / reporting type of role or in lieu of degree 4+ years of relevant experience in a business analyst / reporting type of role (analytics/reporting, supplier management, and/or insurance processing)
• 2+ years of data analysis and reporting experience and also reporting back findings
• Strong PC proficiency (Microsoft Office: Excel, PowerPoint, Word, Outlook) or comparable tools.
• MS Excel (with experience /expertise with pivot tables, XLOOKUP, data validation; ability to build reporting with minimal ramp up); working knowledge of PowerPoint and Word.
• 2+ years of experience using a data visualization tool such as Tableau, Power BI or similar.
• Strong written and verbal communication skills, including ability to summarize findings for leadership.

Desired Skills/Knowledge: 

• Financial Services Industry or Insurance Industry Experience
• Advanced proficiency in MS Excel
• Demonstrated attention to detail with a commitment to data integrity, reporting accuracy, and confidentiality.
• Insurance processing experience (2+ years preferred).
• 2+ years of experience with insurance processing and/or benefits administration.
• 3+ years of experience pulling data, analyzing, interpreting, and presenting findings to leadership audiences.
• Experience with Fiserv systems (preferred).
• Strong time management and prioritization skills; ability to manage competing priorities and deadlines.
• Analytical, curious, and outcomes-oriented; able to identify root causes and recommend improvements.
• Sound business and technical acumen; comfortable working across multiple data sources and stakeholders.
• Experience with Tableau for dashboards and automated reporting (basic to intermediate).

Eligibility Criteria: Bachelor’s degree with 2+ years in a business analyst / reporting type of role or in lieu of degree 4+ years of relevant experience in a business analyst / reporting type of role (analytics/reporting, supplier management, and/or insurance processing)

Work Timings:2:00 PM to11:00 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: 9

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