Manager, Customer Service

Role Title Manager - Payment Solutions L08 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 offer Flexibility and Choice for all employees and 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 Our analytics organization comprises of data analysts who focus on enabling strategies to enhance customer and partner experience and optimize business performance through data management and development of full stack descriptive to prescriptive analytics solutions using cutting edge technologies thereby enabling business growth Role Summary Purpose The Front line manager operations is responsible for managing a team of non-exempt Customer Service representatives providing coaching executing all supervisory responsibilities and contributing to the motivation development of the team through professional leadership Nature of impact of a managerial role is direct and is primarily on one s own team and therefore ensuring the quality of the task services information provided by self and others are accurate and compliant Key Responsibilities Inspiring and connecting with each team member - Providing leadership to a team of 10-15 associates by encouraging team spirit setting high standards coaching on performance providing feedback and conducting employee evaluations Champion Customers -Monitoring calls to improve quality minimize errors and track operative performance and build an efficient and effective team Leading Motivating coaching and retaining a team of front line associates to deliver a superior customer experience through excellent service quality product knowledge investigation request and fulfillment activities Act as Owners - Communicating a vision and encouraging innovation Elevate Every Day - Coaching on quality productivity and cross sell metrics Executing performance management measures as necessary and in a timely and proactive manner Ensure appropriate risk for the business - Working closely with Human Resources in the areas of staffing performance management and workplace policies and proc Relate and Inspire - Working with other managers to share ideas and facilitating exchange of best practices Identifying improvements enhancements to assist in the implementation of policies procedures new systems and organizational changes Edures timekeeping and attendance tracking and adherence to the performance management process and timelines Team Recognition Individual Team Encourage team participation in organization activities Organize team engagement activities Qualifications Requirements Bachelor s degree in any discipline with 1 years of phone banking experience within Synchrony or in lieu of a degree 4 years of phone banking experience within Synchrony Desired Characteristics Demonstrated effective leadership skills experience leading teams of 15 personnel Excellent organization prioritization and time management skills Proven ability to lead and manage multiple projects through to completion with minimal supervision Demonstrated ability to handle multiple priorities Proven track record of using sound judgment in decision making problem solving Strong overall business perspective Ability to become proficient with applicable systems in order to effectively lead teams Creativity and high energy level Eligibility Criteria Bachelor s degree in any discipline with 1 years of phone banking experience within Synchrony or in lieu of a degree 4 years of phone banking experience within Synchrony Work Timings Should be flexible to work in rotational night shifts including weekend coverage Ability to work between Monday to Sunday 8 00 AM EST - 12 00 AM EST These schedules are subject to change based on business needs Employee should be flexible to work in rotational night shifts including Saturday Sunday 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 L4 employees can apply for this opportunity Grade Level 08 Job Family Group Customer Service Operations