Vice President, Operations (L12)

6-12 years
a month ago
Job Description

Job Title: Vice President, Operations (L12)

COMPANY OVERVIEW:

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 #5 among India's Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India's Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India's Best Workplaces for Women in 2022.

  • We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore.

ORGANIZATIONAL OVERVIEW: This operations team is dynamic consisting of Multiple portfolios (Voice & Non-voice). As a leader of this team, you will play a pivotal role in meeting Service Levels, driving employee engagement, implement innovative solutions to increase overall productivity & efficiency. You will be responsible for decisions concerning operational strategies and tactics as well as decisions concerning investments in the program requested by the client or the management team

Role Summary/Purpose:

The Vice President, Operations will have oversight and decision responsibility for PSCC teams and client groups. This person will be responsible for meeting Service levels, productivity/efficiency & for improving customer experience (internal & external). This role requires a high level of expertise to serve as lead, This role involves making strategic decisions, collaborating with US stakeholders, and ensuring operational excellence is met.

Key Responsibilities:

  • Act as Owners: Lead and manage aligned portfolios, includes leading a team of AVPs to achieve performance goals and maintain employee satisfaction. Ensure we meet Service Levels across all processes.

  • Relate & Inspire: People Management (Includes driving effective performance management), Financial analysis and budgetary skills for effective resource management Defining service requirements and translating into specific service plans

  • Champion Customers: Define service requirements, translating them into specific service plans, and adapting to changing customer needs or process improvements. Analyze and implement process enhancements, incorporating problem resolution strategies.

  • Elevate Everyday : Possess a deep understanding of financial analysis, accounting, and economic principles in contracts and legal documents.

  • Exhibit the ability to work under pressure, adapt to dynamic shifts, and maintain a professional demeanor with strong written and oral communication skills.

  • Demonstrate sound judgment, decision-making, and problem-solving abilities.

  • Analyze and improve work processes and policies to enhance overall operational efficiency.

  • Take ownership of client satisfaction on all new implementations.

Required Skills/Knowledge:

  • Bachelor's degree with minimum 12 years in Financial Services, or in lieu of a degree 14 years in Financial Services

  • Minimum 6 years of exempt team handling experience.

  • Hands-on experience in managing operations.

  • Strong leadership skills to guide individuals towards achieving goals.

  • Proven track record of grooming next-level leadership.

Desired Skills/Knowledge:

  • Knowledge of Lean and Six Sigma principles.

  • Experience in business transitions.

Eligibility Criteria:

Bachelor's degree with minimum 12 years in Financial Services, or in lieu of a degree 14 years in Financial Services

Work Timings: Between 8am to 11pm EST (Flexible Shifts)

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, PIP)

  • L10+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

  • L10+ Employees can apply

Level/Grade: 12

Contact Center Operations

Synchrony Financial is a consumer financial services company headquartered in Stamford, Connecticut, United States.The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through Synchrony Bank, its wholly owned online bank subsidiary.

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