Manager, Capacity Planning

Job Description:

Role Title: Manager, Capacity Planning (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 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 role is part of the Global Operations Strategy, Forecasting & Analytics organization and will be supporting Collections, Recovery and Servicing solutions

Role Summary/Purpose:

This role is part of the capacity/staffing process and determines Collections staffing for all processes for Synchrony Collections, both Synchrony and suppliers, domestic and non-domestic.

This position is remote, where you have the option to work from home. On occasion we may request for you to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. To ensure the safety of our colleagues and communities, we require employees who come together in-person to be fully vaccinated. We're proud to offer you choice and flexibility.

Key Responsibilities

• Develop in depth data solutions that provide key business insights. Leverage data analytics to derive insights from customer behavior, customer experience and associate metrics to drive business actions

• Collaborate with process owners across different teams in Servicing on analytical projects. Incorporate new data elements, sources and channels to help promote efficient and effective strategies and customer contact preferences

• Execute projects under aggressive deadlines with limited guidance and direction from management.

• Prepare and deliver presentations summarizing findings and recommendations; demonstrate an ability to communicate the same in technical and layman terms.

• Build, modify and execute complex Staffing and Capacity excel tools that provide insight into future staffing related needs

• Lead Inbound Forecasting & integration with Production Management for Capacity processes

• Lead development of total Collection headcount & FTE planning.

• Lead development of additional staffing tools for post-charge-off, backline & support functions within Collections (Customer Solutions, Recovery, etc.)

• Lead development of process enhancements & controls for Capacity processes

• Develop, maintain & update consistent and accurate Process Documentation

• Determine the appropriate drivers for each staffing group and ensure model drivers are being captured and are well integrated into the process based on site performance and key production metrics and engage leadership team in making recommendations

• Proactively evolve staffing & capacity tools consistent with business and client/customer changes

• Perform analytics to assess the current and future staffing needs for all Non-Exempt collectors

• Lead develop of capacity dashboards and reporting publications/updates

• Partner with lead analyst to develop and execute rhythm of review process for capacity results with Senior Level Management

• Partner with Finance during planning sessions to determine staffing needs and cost forecasts

• Partner with Strategy Team to proactively drive staffing related productivity initiatives determining appropriate metrics including Cost Benefit Analysis

• Perform other duties and/or special projects as assigned 

Required Skills/Knowledge:

• Bachelor's Degree with a minimum of 2+ years' experience in a call center, collections, financial services operations or customer service setting. In lieu of degree, a High School Diploma/GED with a minimum of 4+ years' experience in a call center, collections, financial services operations or customer service setting.

• Proven analytical skills: 2+ years familiarity with analytics & forecasting concepts

• 2+ years' experience in preparing and presenting analytical data & recommendations to Senior Level Management

• 4+ years of advanced excel experience

Desired Skills/Knowledge:

• Highly developed skills working with Microsoft Excel and a working knowledge of other Microsoft Office products

• Experience working on assignments/projects that required minimal to no supervision

• Synchrony Financial knowledge, Prior experience in a financial, auditing, quality or statistical role; ability to manage work and resources across functions, sites, and countries

• Ability to influence upwards and across business groups

• Strong leadership skills demonstrated through previous project management and process improvement initiatives

• Excellent verbal and written communication skills, particularly facilitation and influencing skills; proven ability to make decisions based on quantitative analysis and creative thinking

• Flexible schedule to meet business needs SAS/SQL or relational database fluency; strong analytic and auditing abilities

• Exposure to VBA macros

• Experience with Tableau and/or R

Eligibility Criteria:

• Bachelor's Degree with a minimum of 2+ years' experience in a call center, collections, financial services operations or customer service setting. In lieu of degree, a High School Diploma/GED with a minimum of 4+ years' experience in a call center, collections, financial services operations or customer service setting.

• Proven analytical skills: 2+ years familiarity with analytics & forecasting concepts

• 2+ years' experience in preparing and presenting analytical data & recommendations to Senior Level Management

• 4+ years of advanced excel experience

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.
The position is remote, where you have the option to work from home.

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: