Role title : Manager, Corporate Consumer Relations 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 #5 among India's Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India's Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India's Best Workplaces for Women in 2022. We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore. Organizational Overview: The Manager within the Enterprise Complaints Organization will have a comprehensive knowledge of Complaints and investigations for timely research on and respond to complex, high-risk, customer complaints and inquiries identified as escalated by the 40.3 bank policy while mitigating reputational risk and protecting the Synchrony brand. This role is within the Complaint Operations Pillar and report to the Complaints Operations Leader. Role Summary/Purpose: The Manager will lead a team that will help to identify, solve, and manage issues in relation to the process. This person will manage daily responsibilities of people management, drive and coach to performance lead efforts around documentation, enhance the control environment, training content development, and oversight of current SLAs. Essential Responsibilities: Manage day to day operations of team, drive and coach to performance. Assist with the Gap assessment of the Corporate Consumer Relations Process and help to implement solutions. Review and revise job aids and create net new documentation for the process. Partner with the Training team to establish training content for the process. Engage with Enterprise Quality Assurance and Surveillance teams to build and support control development and process governance. Ability to partner with the reporting team, to help build out a better reporting suite for the process. Demonstrate a passion for being part of a fast-paced and highly impacting team. Ability to leverage tools like Tableau and Excel for data analysis and insights. Partnership with peers within the Complaints Operations organization to help with other duties as needed. Perform other duties and/or special projects as assigned and support all groups with the Complaints Operations function. Work with business leaders to research issues and regulatory complaints while identifying root causes. Qualifications/Requirements: Over 1 Year of experience as a Manager with Specialty Services, Complaints Operations driving top tier performance results. Demonstrated experience in process streamlining and ability to build & maintain relationships & partnerships with key stakeholders. Microsoft Office proficiency: Word, PowerPoint, Excel. Ability to work cross-functionally with our internal and external resources to develop project Deliverables with ability to handle multiple projects concurrently. Desired Characteristics: Highly motivated with ability to handle a high workload in a fast-paced and challenging environment. Highly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple requests against tight deadline requirements. Strong organizational skills and self-starter Ability to work independently and collaborate effectively and with others. Fundamental understanding of computers and web-based technology Strong knowledge of Workstation, application systems, and other customer data systems Strong communication skills comfortable dealing with all levels within the organization Strong knowledge of compliance rules and regulations Goal-oriented, objective-driven, Learner-centric mindset Eligibility Criteria: 10+2 or Bachelors degree or in lieu of a degree 2+years of experience Work Timings - Should be flexible to work in rotational night shifts including weekend coverage. (Ability to work Monday to Friday between 8.00 AM EST - 10.00 PM EST. These schedules are subject to change based on business needs, Employee should be flexible to work in rotational night shifts including Saturday & Sunday)' 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) L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible Customer Service Operations Salary Range: 1,050,000.00 - 2,400,000.00
