▷ Urgent Search: Vice President, Operations

Role Title Vice President Operations L14 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 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 Synchrony celebrates 51 women diversity 105 people with disabilities and 50 veterans and veteran family members 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 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 Retail Card Operations The Vice President Operations will have oversight and decision responsibility for Retail Cards teams and their 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 and involves making strategic decisions collaborating with US stakeholders and ensuring operational excellence is met Service Communication Apart from leading the Retail Card phone bank operations for HKC this role will consist of decision oversight to the service communication team which is accountable for end to end oversight of all communications needs which includes is not restricted to creating implementing executing assessing all communications related learning interventions needs and initiatives related to communications training content programs and delivery channels across all functions within Hyderabad Operations Analytics and Issue Remediation This role will also provide administrative oversight to the Operations analytics and the Issue Remediation team related to requirements which includes is not restricted to hiring career development training and engagement needs and partner with the US functional stakeholders to ensure smooth functioning of the team and there business deliverables 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 QUALIFICATIONS AND REQUIREMENTS Bachelor s degree with 8 years of Exempt handling experience in Operations Servicing required for in lieu of a degree 10 years of Exempt handling experience in Operations Servicing require Hands-on experience in managing operations Strong leadership skills to guide individuals towards achieving goals Minimum 6 years of exempt team handling experience and 12 years in Financial Services Proven track record of grooming next-level leadership Internal candidates should have 18 months in Synchrony and 12 months in the current role Should not be on active formal final formal corrective Experience of implementing a wide range of initiatives to drive customer centricity bridge cultural gap - Specific to Service Communication Demonstrate ability to understand manage multi - layered stakeholder relationships DESIRED CHARACTERISTICS Strong communication skills with the ability to prepare clear communication and confidently present meaningful analysis to senior management level Knowledge of Lean and Six Sigma principles Experience in business transitions ELIGIBILITY CRITERIA Bachelor s degree with 8 years of Exempt handling experience in Operations Servicing required for in lieu of a degree 10 years of Exempt handling experience in Operations Servicing require L12 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible Work Timings 8 AM to 5 PM EST 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 L12 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible L12 Employees can apply Level Grade 14 Job Family Group Contact Center Operations