Avp - Inbound Routing/ Data Management Senior Analyst (l10)

Role Title AVP - Inbound Routing Data Management Senior Analyst L10 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 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 Operations analytics and reporting provide valuable insights into the performance and efficiency of various business operations It involves collecting and analyzing data from different processes systems and resources to make informed decisions Through comprehensive reporting key performance indicators KPIs and metrics are presented enabling stakeholders to monitor progress and identify areas for improvement Effective operations analytics and reporting lead to optimized processes and better decision-making ultimately contributing to the overall success of the organization Role Summary Purpose What You ll Accomplish as an Analyst Operations Planning As an Analyst Operations Planning you ll be a part of and have daily interactions with Synchrony s Workforce Planning WPO team You will partner cross functionally with the Operations WPO IVR Reporting and the Voice Infrastructure teams to develop and execute new call routing set-ups updates to existing routing and other projects related to call servicing In this position you will be responsible for creating build requirements and working alongside the Voice team to build test and deploy new call routing along with understanding how IVR Telephony call data is captured and housed in the EDL DWH s You will ensure that this data is validated and documented as new project data is put into BAU Key Responsibilities Partner with IVR Telecom and Reporting teams to meet goals and deadlines Liaison between IVR Telecom Infrastructure and other call management platforms and WPO Build relationships with Operations and WPO by educating and providing routing solutions to meet the needs of the business Oversee validation process for NCI deployments and conversions to ensure accuracy with Inbound call routing and Reporting Partner with Operations Reporting and Forecasting to develop and maintain DSR and Data Warehouse categories to meet the needs of the business Develop reporting to provide Operations and WPO with volume requests via DSR CUIC and TCD data sources Drive enhancements simplifications and standardization to existing routing and continue to explore opportunities to create efficiencies Communicate effectively with leadership on strategic initiatives and with Operations team regarding questions requests Partner closely with IT to execute testing and collaborate to resolve any technical issues Perform other duties and or special projects as assigned Able to create develop Dashboards in Tableau write sas codes according to the business requirements Spearheading projects collaborating closely with Agile teams on all data warehousing projects managing project meetings and supporting colleagues and team members Working on multiple DWH projects i e testing validation and handling them effectively Ensuring the availability security and accuracy of Synchrony Operational data Capable of working independently with minimal supervision yet willing to seek guidance when necessary Required Skills Knowledge Bachelor s Degree or Engineering with a minimum of 7 years of hands-on experience in Analytics domain or in lieu of a degree 9 Years of relevant experience 4 years experience in financial services industry 2 years of experience working with Workforce Planning Telecom Voice IVR 1 years of experience working on projects in a matrix environment 1 years of experience using Microsoft Excel or Access Desired Characteristics Minimum 3 years of work Experience in Tableau Dashboard Creation Python workbooks and reports in Tableau Experience with SAS SQL and Advanced Excel formulas High degree of proficiency in Microsoft Excel and Access Strong PC skills Detail oriented with the ability to analyze and decipher large amounts of data Proven ability to solve complex problems Strong skills in project management communications multi-tasking ability to work independently and relationship management Effective written and verbal communication skills- ability to communicate effectively with various levels of stakeholders Demonstrated ability to manage multiple initiatives form business insights and provide wing-to-wing support in a fast-paced environment Ability to use complex expressions to calculate group filter parametrize optimize and format custom dashboards reports using Tableau Desired Skills Knowledge Advanced Visualizations and tableau dashboarding skills with interactivity and publishing Independently perform data quality analysis Hands on experience in python and tooling on anaconda Pandas Numpy Should have good exposure on data insights mining methodologies knowledge in Big data and related tools Pig Hive PostgreSQL Work Experience in Sql Oracle DB and its queries execution and in SAS GRID management Understand requirements and create reports based on adhoc requests Liaise with the reporting team and end users local remote to gather requirements build reports Strong written oral communication skills Eligibility Criteria Bachelor s Degree or Engineering with a minimum of 7 years of hands-on experience in Analytics domain or in lieu of a degree 9 Years of relevant experience 4 years experience in financial services industry 2 years of experience working with Workforce Planning Telecom Voice IVR 1 years of experience working on projects in a matrix environment 1 years of experience using Microsoft Excel or Access Desired Characteristics Minimum 3 years of work Experience in Tableau Dashboard Creation Python workbooks and reports in Tableau Experience with SAS SQL and Advanced Excel formulas Work Timings This role qualifies for Enhanced Flexibility and Choice 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 Please discuss this with the hiring manager for more details 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 L8 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible L08 Employees can apply Grade Level 10 Job Family Group Data Analytics