Synchrony Financial

Job Description:

Role Title : AVP, Mail Services Management (L11)

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:

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:

As an AVP, Mail Services Management, you will lead all activities related to L3 Process Mail Services and Scanning supporting Synchrony’s processes as it relates to the services around inbound mail management, including, but no limited to Postal Office Returns and Customer Correspondence. This role is also in charge of monitoring and management of success metrics that demonstrate compliant, efficient, customer focused and optimized execution.

Key Responsibilities:

Champion Customers: Monthly monitoring of volumes and metrics managing the development and enhancement of reporting to capture the performance of all processes and tools supporting our inbound mailing operations. Using insights to identify issues or improvement opportunities. Share insights with leadership, governance and platforms as needed.

Act as Owners: Design and maintain assessment analysis of processes and tools including cost factors by monitoring activities and teams. Coordinate any sustainable process controls and reviews framework to mitigate risks.

Relate and Inspire: Lead management efforts and coordination with internal partners (MidApps, Production and Fulfillment, Letters, Marketing, CSS IT, Compliance, Technology, Product, Information Security, Data Analytics, Business Operations, Finance etc.) as well as external suppliers involved in the related processes to ensure proper execution of activities and devise any future enhancements.

Elevate Every Day: Monitor at Client and Product levels to identify possible issues and improvement opportunities, coordinating proper research of issues (root cause) and the subsequent implementation to resolve or improve the trends.

• Partner with Surveillance on setting and maintaining controls (retention rules, evidence, etc.)
• Partner with Customer Solutions in optimization efforts for correspondence (imaging and scanning) of customer correspondence flow.
• Work with statement, plastic, and letter communications process owners on periodic reviews of mailing services to ensure adherence and applicability to current business needs as it relates to Postal Office Returns, including setting processes and controls around new and updated product settings.
• Manage changes to the operational processes that could impact established activities and procedures as well as system settings and rules.
• Own Job aid/process doc supporting these operations.
• Perform other duties and/or special projects as assigned.

Required Skills & Knowledge:

• 4-year bachelor’s degree or in lieu of the degree, 6+ years of Operations or IT experience.
• Minimum 3-year experience in cross-functional collaboration teams and leading projects/initiatives.
• Functional experience with Tableau and FISERV , MidApps experience desired
• Analytical and reporting skills and experience using data for process monitoring

Desired Characteristics:

Skills you have that will delight us:

• Analytical and reporting skills (Excel and Tableau). Experience using data for process monitoring.
• Excellent communication skills
• Excellent relationship building, negotiation, and facilitation skills.
• Ability to manage processes through operational as well and compliance/regulatory rigor.
• Demonstrated ability to lead change successfully across large groups.
• Ability to lead and manage projects to completion including change management, especially managing multiple projects simultaneously.
• Ability to work with all levels across the business including senior leaders internally and with customers (or clients).

Eligibility Criteria :

4-year bachelor’s degree or in lieu of the degree, 6+ years of Operations or IT experience.

Work Timings: Employee will need to work US hours most days

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying
• Inform your manager or HRM before applying for the role on Workday
• Ensure that your professional profile is updated (fields such as education, prior experience, 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)
• L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible
• L9+ Employees can apply

Grade/Level: 11

Job Family Group:

Customer Service Operations