Training Delivery Manager

Job Description:

Role Title: Training Delivery Manager (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 for all to take up leadership roles.

Organizational Overview:

The Learning Delivery Team is responsible for training delivery that ensures strong execution of learning interventions and initiatives aligned with the overall training programs. This global team leads the facilitation of a first-class learning experience for all learners, recommends diverse learning interventions, and delivers best-in-class learning experiences.

Role Summary/Purpose:

The Training Delivery Manager is a people manager responsible for leading a virtual team of Training Delivery Facilitators who drive a culture of continuous learning and performance excellence. This role involves developing and implementing classroom training strategies for various sub-functions within Servicing and Collections, ensuring alignment with business goals. The Training Delivery Manager actively engages with their team and business partners to identify learning needs, recommend diverse learning interventions, and motivate facilitators to deliver an exceptional, learner-centric training experience. By establishing strong stakeholder relationships, this role acts as a trusted partner to the business, enabling skill transfer that supports organizational growth and operational success.

Key Responsibilities:

• Drive accountability and passion for learning, ensuring learning results in positive business outcomes.

• Partner with Training & Performance Strategy Leadership to advance key strategies including speed to proficiency, measuring effectiveness, enhancing digital platforms, and ensuring strong learner and leader engagement across the organization.

• Coach and develop staff in line with performance management processes including classroom observations, new hire scorecards, career coaching, and performance coaching.

• Spearhead the learning experience through delivery strategy, technology adoption, and resource management.

• Establish and maintain strong relationships with Tech & Ops functional and hub leaders to execute learning interventions tactically and ensure quality outcomes.

• Continuously research and implement best practices in learning methodologies.

• May facilitate leadership training programs as needed.

Required Skills/Knowledge:

• Bachelor's degree in any discipline with 5+ years of experience in a Financial Organization ; OR in lieu of a degree, 7+ years of call center experience.

• Minimum 3 years of experience in training, facilitation, instructional design, and/or operations management in Financial Organization.

• Proven leadership experience in managing and inspiring a virtual team to meet business objectives with examples of driving team performance.

• Strong business partnership ability to understand business objectives and deliver strategic, high-quality learning solutions.

• Experience in Training and/or Operations with demonstrated application of adult learning theories in diverse learning initiatives.

• Skilled in virtual facilitation with effective techniques to educate participants across digital platforms.

• High enthusiasm and adaptability to work in a fast-paced, ever-changing environment.

Desired Skills/Knowledge:

• Familiarity with Synchrony's call center operating systems such as FDR, Collections Workstation, Genius, etc.

• Proven experience in influencing stakeholders and gaining buy-in for decisions initially met with resistance.

• Change management experience with a track record of implementing process or learning changes successfully.

• Ability to build and maintain positive relationships across all organizational levels.

• Data-driven decision-making skills to guide and improve business and learning outcomes.

• Demonstrated resilience in overcoming setbacks and challenges.

• Critical thinking skills to drive tactical execution and strong results.

Eligibility Criteria:

• Bachelor's degree in any discipline with 5+ years of experience in a Financial Organization ; OR in lieu of a degree, 7+ years of Financial Organization experience.

• Minimum 3 years of experience in training, facilitation, instructional design, and/or operations management in Financial Organization.

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 adjust twice a year locally). This window supports meetings with India and US teams. Remaining work hours are flexible, subject to exceptions based on business needs. Please discuss with the hiring manager for more information.

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

Job Family Group: