Manager, Analytics – Customer Insights

Job Description:

Role Title: Manager, Analytics – Customer Insights (L09) 

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:  

Manager, Analytics – Customer Insights (Individual Contributor) will be part of Decision Management – SYF Growth in India Analytics Hub (IAH), rolling up to Synchrony India. The candidate will be responsible to deliver high-visibility and high-impact projects, working in close collaboration with IAH and US Analytics teams to help solve key business problems with solutions that are powered by data and analytics. This role will require to access customer behavior and identify opportunities to improve customer contact experience. This will involve customer behavioral analytics, development and maintenance of ongoing reports, ad hoc data retrieval, and analysis of business processes related to enhancing operational performance. 

Key Responsibilities:  

• Work in Agile sprints and active participation in analytics projects assigned from scoping to delivery and solve business problems through basic to advanced analytics/data science streams, as applicable  
• Work with cross functional groups to combine Operations data with other data sources and complete a full root-cause-analysis, analyze operations experience, including but not limited to, customer experience, key contact drivers and servicing performance while adhering to all analytics standards 
• Work hands-on to derive insights from data and/or automate critical processes using analytical techniques, tools, software and provide actionable recommendations to enable effective decision making and reduce cycle time, as appropriate 
• Deliver projects, adhering to expected timelines, accuracy & compliance with meticulous project management and mentor and support new team members on analytical, technical and functional subject matters  
• Contribute to internal initiatives, perform other duties and/or special projects, as assigned 

Required Skills/Knowledge:  

• Degree in Statistics, Mathematics, Economics, Engineering, or any other quantitative streams with 2+ years of hands-on relevant analytics/data science experience. Minimum 4+ years of relevant work experience in lieu of specified degree. 

• Minimum 2+ years hands-on experience in SQL/SAS/Python or any other programming language experience with an ability to leverage advanced algorithms for building solutions, insight generation and process automation 

• Strong written/oral communication skills 

• Good understanding of USA credit business market 

• Able to work remotely, with minimal direction 

• Able to present findings to all levels of management 

• Strong Team Player in cross-functional environment 

• Ability to generate innovative ideas and work on them which would have significant business impact  

• Advanced working knowledge in MS-Excel and MS-PowerPoint with superior data analyses and story boarding skills 

Desired Skills/Knowledge:  

• 2+ years of analytics experience in Financial Services and Banking domain 

• Ability to effectively manage tasks and projects with competing priorities 

• Think strategically and ability to identify business opportunities 

• Demonstrated ability to manage complexity and multiple initiatives, ability to perform ad-hoc analysis, glean and form business insights under aggressive timelines 

• Ability to synthesize/analyze diverse information, develop and recommend strategies 

Eligibility Criteria:  

Degree in Statistics, Mathematics, Economics, Engineering, or any other quantitative streams with 2+ years of hands-on relevant analytics/data science experience. Minimum 4+ years of relevant work experience in lieu of specified degree. 

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)

• 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.

• L04+ Employees can apply.

Grade/Level: 09

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