Avp, Consumer Bank Operations

Role Title AVP Consumer Bank Operations L11 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 The Consumer Banking Operations department plays a critical role within the broader banking organization responsible for ensuring the seamless execution of day-to-day banking activities that directly impact the customer experience This unit is dedicated to delivering operational excellence by managing retail banking processes including account servicing transaction processing risk mitigation compliance adherence and the integration of advanced technology platforms Our Consumer Banking Operations team supports millions of customers through efficient handling of deposits payments loan servicing and customer inquiries fostering trust and reliability in every interaction Operating at the intersection of technology customer service and regulatory compliance the department collaborates closely with front-line teams risk management IT and business units to drive process improvements operational efficiency and innovation Role Summary Purpose We are seeking an experienced and dynamic leader to serve as AVP Consumer Bank Operations In this role you will lead a high-performing back-office team 60 FTEs supporting Consumer Banking operations in Hyderabad You will drive operational excellence manage day-to-day activities across multiple queues oversee strategic initiatives and act as a bridge between Consumer Bank and key cross-functional partners like Surveillance RPA Technology and Risk Testing This position is ideal for internal candidates eager to step into a leadership role with a strong focus on people development collaboration and operational efficiency within a fast-paced environment Key Responsibilities Manage daily operations of over 30 back-office queues maintaining compliance quality and SLA adherence Lead and develop Front Line Managers and their teams fostering a culture of accountability and engagement Serve as the central point of contact for Consumer Bank strategic initiatives ensuring alignment with business priorities Plan and execute readiness activities to support new programs product launches and regulatory requirements Collaborate with cross-functional teams to facilitate smooth rollout of initiatives such as Bank Station CD Closures and Digital Wires Conduct risk assessments and due diligence during volume migrations business transitions ensuring minimal disruption Represent the India Hub Consumer Bank in cross-organizational forums sharing best practices with global colleagues Monitor KPIs prepare operational reports and conduct monthly business reviews to drive continuous improvement Conduct performance management activities including appraisals goal setting coaching and feedback Drive customer-centric operational changes influencing service plans and process enhancements Work closely with process owners to address and resolve eGRC risks promptly Qualifications Requirement Bachelor s Degree with 8 years of experience in banking OR in lieu of a bachelor s equivalent 10 years of relevant work experience managing processes and people in large matrixed organization Minimum 6 years of hands-on US Credit Cards operations experience with proven people leadership capabilities Demonstrated ability to conduct effective performance discussions and manage KPIs CCT Quality Productivity Comfortable working in dynamic shift patterns with flexibility to adjust to changing business needs Strong communication and problem-solving skills with a focus on practical solutions Ability to effectively prioritize and work with minimal guidance Demonstrated ability to analyze processes and recommend improvements through change management Experience in Microsoft Office products Desired Characteristics Strong expertise in financial service regulatory environment Hands-on consumer banking operations experience with proven people leadership capabilities Proficient in consumer banking applications such as Aperio Signature Nautilus Compass Ability to see and plan for the big picture and manage detailed processes Demonstrated ability to lead multiple initiatives and achieve performance goals in a high-volume environment Proven ability to solve complex problems Highly motivated self-starter with strong problem-solving skills and an ability to deliver multiple requests against tight deadline requirements Influence and role model behaviors that will lead to a strong risk environment and culture Ability to think strategically and drive changes for simplification alignment and process controllership Strong knowledge of compliance rules and regulations Goal-oriented and objective-driven Creativity and problem-solving skills Eligibility Criteria Bachelor s Degree with 8 years of experience in banking OR in lieu of a bachelor s equivalent 10 years of relevant work experience managing processes and people in large matrixed organization Minimum 6 years of hands-on US Credit Cards operations experience with proven people leadership capabilities Work Timings Should be flexible to work in night and rotational shifts evening and weekend coverage Ability to work Monday to Saturday 1 00 PM IST - 10 00 PM IST These schedules are subject to change based on business needs Employee should be flexible to work in rotational night shifts 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 Formal Final Formal LPP L9 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible L09 Employees can apply Level Grade 11 Job Family Group Consumer Banking Operations Job Family Group Customer Service Operations