AVP, Enterprise Complaints Analytics & Innovation (L11)

Job ID: E2404475

Job Description:

Role Title: AVP, Enterprise Complaints Analytics & Innovation (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 #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 AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.

• 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:

Synchrony has initiated an effort to drive a strategic uplift in the capabilities and approach surrounding customer complaints by creating the Enterprise Complaints and Customer Experience Organization. As part of these efforts, a new team for Enterprise Complaints Analytics and Innovation is created to lead the transformation in Complaints supporting Synchrony’s ability to satisfactorily demonstrate and address compliance to internal and external requirements while delivering on world class customer experience.

Role Summary/Purpose:

The AVP Enterprise Complaints Analytics & Innovation is an Individual contributor role which will be responsible to identify emerging complaint trends with thematic risks and opportunities relevant to Synchrony’s products, features, services and strategies analyzing large structured and unstructured data using advanced Machine Learning and NLP techniques at scale. This leader will also work with the MRM teams to ensure the techniques and models are as per the Synchrony standards.

• Conduct detailed analysis on available complaint data to identify trends and/or anomalies that can be used to identify opportunities for potential product enhancement, marketing messaging, and/or service positioning.

• Analyze all aspects of the customers experience by developing indices using additional variables, including but not limited to, contact center volume, key contact drivers, and similar metrics

• Establish mechanisms and technical queries to combine available data for complaints.

• Develop presentations synthesizing analysis to both internal and regulatory audiences.

• Support projects for reporting development and data integration.

• Provide process focused analytics support to complaints and related process stakeholders.

• Strengthen document, and automate control dashboards to support and track performance of Complaint Product environment

• Perform other duties and/or special projects as assigned

• Prepare and analyze monthly governance and complaint data

Qualifications/Requirements:

• Bachelor's degree and a minimum of 6+ years of hands-on reporting and analytics experience OR in lieu of a Bachelor's Degree, a High School Diploma / GED and a minimum of 8+years of hands-on advanced analytics experience.

• Minimum 5+ years of experience with proven ability to extract unstructured and structured data with strong programming ability in Python/PySpark/SAS/SQL or other big data programming language.

• Experience with Tableau, data warehouses or other such data Insight systems

• Demonstrated experience with analyzing large structured and unstructured data using Advanced AI/ML techniques to identify critical business insights.

• Experience with automating and consolidating data from multiple reporting channels ensuring sound data quality controls and checks.

Desired Characteristics:

• Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success.

• Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.

• Demonstrated ability to process transcripts data using advanced NLP tools & techniques viz. Topic Modelling, Text Summarization & Entity Recognition.

• Demonstrated ability to perform Exploratory Data Analysis using analytics techniques viz. classification, sampling, forecasting etc., glean and form business insights under aggressive timelines.

• Results-oriented; ready to challenge the status quo for continuous improvement.

Eligibility Criteria:

Bachelor's degree and a minimum of 6+ years of hands-on reporting and analytics experience OR in lieu of a Bachelor's Degree, a High School Diploma / GED and a minimum of 8+ years of handson reporting and analytics experience

Work Timings: 2PM – 11PM IST

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 or 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.

• L9+ employees are eligible to apply

Grade/Level: 11

Job Family Group:

Data Analytics