VP, Transformation L12

Job ID: 2501222

Job Description:

Role Title: VP, Transformation (L12)

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 talent

• 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 for all to take up leadership roles

Organizational Overview

The CEO’s Office drives strategic priorities, organizational governance, and cross-functional alignment to accelerate business impact. As a central hub, the team partners with senior leadership to shape key initiatives, optimize decision-making, and enhance execution across the organization. This dynamic function provides high-visibility exposure to critical business areas, fostering a culture of innovation, efficiency, and collaboration.

Role Summary/Purpose: 

The VP Transformation will lead, manage and iterate the transformational vision and roadmap to drive new data driven strategies, technologies, and operational practices across all L3 process teams, including Applicable System Solutions. This person will be responsible for leading all phases of project management to include, but limited to, developing business requirements, process or product design, creating detailed project plan documentation, business implementation, validation, process controls and support of application solutions for the Operations team, while partnering closely with the Technology team, industry leaders, and outside consulting firms.

Key Responsibilities:

Customer Support & Service Transformation (Initial Focus)

• Lead a strategic transformation initiative for customer support and service operations, identifying opportunities for process optimization, automation, and innovation to enhance efficiency and effectiveness.

• Drive and lead customer & agent experience initiatives, improving processes, technology, and overall service delivery. Provide leadership and dotted-line management to a team of sub-process owners across functions.

• Analyze current business processes, identify inefficiencies, and recommend data-driven solutions for optimization. Provide guidance, support, and coaching to stakeholders at all levels to foster a culture of continuous improvement.

• Drive the adoption of new technologies, tools, and best practices to enhance operational efficiency and productivity.

Evolving into a Generalist Leadership Role

• After the initial transformation project, take on broader cross-functional strategic and operational initiatives, ensuring alignment with the company’s vision and goals.

• Develop and implement transformation strategies, plans, and roadmaps, ensuring adherence to timelines, governance, documentation, and regulatory compliance.

• Collaborate with senior leaders and cross-functional teams to prioritize, document, and execute key initiatives, ensuring seamless delivery and measurable impact.

• Monitor and track the progress of transformation initiatives, continuously measuring their impact and identifying areas for further improvement.

• Stay informed about industry trends, best practices, and emerging technologies to drive innovation and continuous evolution within the organization.

This role requires a strong problem-solving mindset, operational excellence, and the ability to navigate ambiguity while driving impact at scale.

Required Qualifications and Skills

Experience and Education

• Graduation in any discipline from a reputed institution with 7-10 years of experience in program management, management consulting and business transformation roles, or in lieu of a degree 9-12 years of experience in program management, management consulting and business transformation roles.

• Strong background in customer support/service operations, with an understanding of operational efficiencies, automation, and performance optimization.

Program & Project Management

• Proven expertise in leading cross-functional projects, managing multiple stakeholders, and ensuring seamless execution of strategic initiatives.

• Hands-on experience with program governance, tracking KPIs, and driving execution in complex environments.

Strategic Thinking, Analytics & Problem-Solving

• Strong analytical and problem-solving skills, with the ability to structure ambiguous problems and make data-driven decisions.

• Experience in data structuring, dashboard creation, and visualization, using tools like MS Visio, Tableau or Power BI to track business performance and enable insights-driven decision-making.

• Ability to analyze complex datasets, identify trends, and provide actionable recommendations for process improvement and business optimization.

Stakeholder & Leadership Engagement

• Excellent communication, storytelling, and executive presentation skills, with the ability to engage senior leadership.

• Strong influencing and stakeholder management skills, working across leadership, business teams, and support functions to drive alignment.

Desired Skills:

• MBA strongly preferred

Work Timings 2:00 PM IST to 11:00 PM 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. Please discuss this with the hiring manager for more details).

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, LPP)

• L10+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L10+ Employees can apply

Grade/Level: 12

Job Family Group:

Other Business Administration