VP, Remediation Capacity Planning

Job Description:

Role Title : VP, Remediation Capacity Planning & Forecasting (L12)

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:

The Remediation COE works on remediation projects for all functions across SYF. The group is responsible for identifying impacted customers and arriving at the financial and non-financial impacts for those customers. The group follows robust processes and controls that ensure accuracy of the remediation projects.

Role Summary/Purpose:

The Remediation Capacity Planning and Forecasting Analyst is responsible for planning team capacity based on an active pipeline of issues, while proactively forecasting potential breaches of established SLAs by monitoring remediation progress. This role involves tracking and analyzing drivers of delays, identifying performance trends, developing productivity benchmarks, and designing tools and processes for comprehensive capacity and control monitoring. The analyst will regularly provide actionable insights and reports to inform decision-making and ensure operational effectiveness. 

Key Responsibilities 

• Capacity Planning: Assess upcoming workload based on a pipeline of remediation issues to ensure appropriate team coverage. 

• SLA Breach Forecasting: Proactively monitor remediation progress against established SLAs and forecast potential breaches to enable timely intervention. 

• Delay Tracking & Root Cause Analysis: Identify and track remediation delays, analyze delay drivers, and report on root causes to inform process improvements. 

• Trend & Productivity Analysis: Identify and communicate trends in remediation activities, define productivity benchmarks, monitor team performance, and recommend enhancements. 

• Tool & Process Development: Design and build capacity planning tools and dashboards for real-time tracking; document and enhance processes for ongoing operational use. 

• Reporting & Communication: Prepare regular updates and executive reports highlighting risks, trends, capacity forecasts, root causes, and recommended actions for remediation. 

• Continuous Improvement: Proactively identify areas for process or tool optimization to streamline capacity management and SLA compliance. 

Required Skills / Knowledge: 

• Bachelor's degree with 10+ years of experience in Business Administration, Operations, Information Technology, or a related field, or equivalent work experience and in lieu of a degree 12+ years of relevant experience.

• 10+ years of experience in capacity planning, business analysis, operations, or a related analytical role. 

• Advanced Excel skills; experience with data visualization (e.g., Power BI, Tableau) and workflow management tools. 

• Experience tracking and forecasting against SLAs, with strong analytical and problem-solving abilities. 

• Excellent verbal and written communication skills with the ability to present complex data and trends to stakeholders at all levels. 

• Demonstrated experience building reporting tools or dashboards and developing process documentation. 

• Preferred Qualifications: 

• Experience with remediation or issue management in an IT, compliance, or operational environment. 

• Project management or process improvement experience (Lean, Six Sigma, etc.) is an asset. 

Eligibility criteria

• Bachelor's degree with 10+ years of experience in Business Administration, Operations, Information Technology, or a related field, or equivalent work experience and in lieu of a degree 12+ years of relevant experience.

• 10+ years of experience in capacity planning, business analysis, operations, or a related analytical role. 

Working Hours: 8:30 AM to 5:00 PM EST (6PM to 2:30 AM IST)

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)

• 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

Grade/Level: 12

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