Job Description:Role Summary/Purpose:Resolution Services, the back office of Synchrony Financial, provides off phone processing and research to resolve customer and partner inquiries. RS processes over 12 million inquiries per year through written, email, phone, social media, escalated and regulatory requests. There are 780 FTE located both domestically and internationally. The Strategic Initiatives Manager is a key role that owns technological enhancements, performance metrics, workforce planning, reporting and analysis and the relationship roles with the clients.Essential Responsibilities:The leader will work cross functionally to ensure execution and performance of RS processes and projects as defined by Business goals.Engage with functional process partners to align RS associate efficiency and effectiveness metrics to ensure associate engagement and successful achievement of business goals. Produce and deliver executive overviews on RS financial performance and derive plans to ensure goals are met.Work cross functionally to develop annual operating plans and reforecasts and track performance and make necessary adjustments.Advocate process improvements and adoption of Bank level change control processes.Lead the RS Relationship Managers to ensure that all contractual service levels are met in concert with new client implementation.Liaison with Operations resources for RS workforce planning and staffing in a dynamic high volume environment. Define programs to ensure RS leadership is equipped to monitor process performance and raise red flags as needed.Work with Strategic Solutions to design future automation.Drive First Contact Resolution and ensure analysis and closed loop process for this KPI.The leader is the Records Information Management SME for Resolution Services and supports quarterly and annual attestation needs.Work with other Operations groups to integrate Resolution Services best practices as well as adopt best practices from other functions. Perform other duties and/or special projects as assigned Qualifications/Requirements:Bachelor's Degree or equivalent or 4 years of equivalent work experience5 years back office or process ownership in a regulated industry or escalated service management experience3 years of experience in a management role responsible for employment decisions, performance appraisals, etc.5 years Project Management experience related to operating process improvement5 years Process documentation and controls experienceMicrosoft Office skills (Excel, Powerpoint) Desired QualificationsBlack Belt or other Six Sigma certification, PMP or other project certificationMaster’s Degree a plusDemonstrated financial management as it relates to managing a high-volume shop Ability to work effectively in a matrixed organizationStrong Leadership SkillsStrong analytical backgroundProven strategic thinking and execution skillsEffective cross-functional communication and organization skillsHigh degree of flexibility and ability to anticipate and drive changeProven ability in presentation and negotiation skillsAbility to influence all levels of the organization, including Sr. LeadersProven experience in cultivating relationshipsEligibility Requirements:You must be 18 years or olderYou must have a high school diploma or equivalentYou must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the selection processYou must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.Effective 1-1-18, new hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must have at least a consistently meets expectations performance rating and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance requirement).Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable Accommodation Notice: Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time.The salary range for this position is 100,000.00 - 200,000.00 USD AnnualSalaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.Grade/Level: 13 Job Family Group:Financial Services OperationsWith roots in consumer finance that trace back to 1932, Synchrony Financial is a leader in consumer credit and promotional financing, providing a range of products for a diverse group of national and regional retailers; including Main Street mainstays, local merchants, manufacturers, buying groups, industry associations and healthcare service providers. We are the largest provider of private label credit cards in the United States based on purchase volume and receivables and we provide co-branded dual card credit cards, promotional financing and installment lending, loyalty programs and FDIC-insured savings products through Synchrony Bank. Who do we serve? Hundreds of thousands of customers across the U.S. and Canada spanning the electronics and appliances, home furnishings, automotive, power products and sports, jewelry and luxury, retail and healthcare industries.Our purpose is clear: we are committed to pioneering the future of financing, improving the success of every business we serve and the quality of each life we touch. This is fitting because when you join Synchrony Financial, you’re joining an organization that recognizes that our people are our greatest asset -every single one of them. That’s why we are deeply committed to investing in the growth of each member of our team. And with 80 years of experience, we know how to develop talent. At Synchrony Financial, we work hard to offer competitive rewards, compensation and benefits. When you join us, you become part of a stimulating work environment with vast opportunities to sharpen your skills and embrace new leadership challenges.Posted TodayFull time1800001908
Website : https://www.synchronyfinancial.com/
It’s not every day that a newly public company opens its doors with millions of account holders and credit programs available at hundreds of thousands of locations. Synchrony Financial is built from GE heritage, tracing our roots to 1932 when GE first offered financing for new appliances. Today, we’re the largest provider of private label credit cards in the United States, based on purchase volume and receivables, and that’s just the beginning. We’re set apart by our ability to drive engagement, delivering deep differentiation, integration and omnichannel capabilities. Our financing programs do more than fund the flow of goods and services between our business customers and their consumers: they help secure the bond between them. From store credit cards to loyalty programs, analytics to marketing, our deep expertise builds relationships that last. Diamonds to drill bits. Fedoras to flooring. CDs and IRAs. Our products give customers flexibility for today’s needs and tomorrow’s dreams. We bring together loyalty perks and great savings rates for all of the ways you spend and save. Our Optimizer+plus* products offer award-winning rates, while our CareCredit program extends financing to health, wellness and beauty expenses.