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Job Description:

Role Title: AVP - S2P Help Desk Leader

Company Overview:

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:

This role is part of Source to Pay (S2P) organization and provides centralized customer support for Sourcing, Supplier Risk Management, Contracts Management, Procurement, Vendor Management, Accounts Payable & ongoing support across all Synchrony functions enabling delivery of products and services needed to be successful in SYF’s daily operations.

Role Summary /Purpose:

As AVP – S2P Help Desk Leader, you will manage the S2P Help Desk team in supporting the management and resolution of issues and enhancements related to technology and processes. In this role you will collaborate with IT, System Administration and other functional teams to provide Tier 1 customer support for S2P users. This position is remote allowing the option to work from home. On occasion, SYF may request for you commute to our nearest office for in person engagement activities such as team meetings, trainings and cultural 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 

  • Provide leadership and strategic guidance for the S2P Help Desk team
  • Collaborate with the Coupa teams to provide Level 1 support for all S2P help desk support channels within the requisite SLA’s for resolution
  • Oversight and review of all S2P support channel inquiries
  • Collaborate with various Level 2 support teams across S2P and cross -functionally with the financial systems development team
  • Collaborate with IT teams which support Coupa integrations and submit IT change tickets for enhancements and other system changes
  • Collaborate with Coupa run support team for resolution of product issues/defects
  • Drive adoption of technology and artificial intelligence (AI) such as Tech Compass for enhanced support to Coupa users
  • Lead & mentor team members on process execution and technical skills
  • Other ad hoc duties as assigned related to S2P Help Desk teams

Required Skills/Knowledge:

  • Bachelor’s degree with minimum 6+ years of overall work experience in S2P, or in lieu of a degree minimum + years of overall work experience in Sourcing, Procurement, Accounts Payable, etc.
  • Minimum 5+ years of business knowledge in Procurement, Accounts Payable (AP), Supplier Information Management (S2P) and/or Contracts (CLMA)
  • Good understanding of S2P Coupa modules
  • Experience in data analysis and problem-solving capabilities utilizing process expertise
  • Experience working with stakeholders to deliver on commitments 
  • Effective oral and written communications skills

Desired Skills/Knowledge:

  • Understanding of project management and experience working on Agile teams
  • Ability to make decisions based on quantitative analysis and creative thinking
  • Working knowledge of ServiceNow or similar ticketing system
  • Strong self-starter, balanced with desire to achieve team goals
  • Ability to handle sensitive issues with uncompromising integrity and confidentiality
  • Creative problem solver with ability to thrive in cross-functional and virtual environment
  • Ability to adapt to rapidly changing work environment

Eligibility Criteria:

Bachelor’s degree with minimum 6+ years of overall work experience in S2P, or in lieu of a degree minimum + years of overall work experience in Sourcing, Procurement, Accounts Payable, etc.

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.

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)
  • L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
  • L09+ Employees can apply

Grade/ Level: 11

Job Family Group:

Sourcing

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Confirmed 6 hours ago. Posted 30+ days ago.

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