Job Description:

Role Summary – What you’ll accomplish as a AVP, Operations Servicing Leader

In this role, you will be accountable for creating a Great Place to Work culture, driving hybrid employee engagement, delivering best in class customer experience through effective coaching and the performance management for Front Line Leader teams. This role partners with our Client Relationship Leaders to ensure alignment with our client's vision, goals and expectations to deliver continuous value and growth. Your goal will be motivating and inspiring your team to be the best contact servicing agents and leaders in the industry. As their leader, you are their mentor, helping them navigate our culture, personal best, and realize their own personal aspirations. 

Role may require travel for Client, Hub Engagement events, and General Manager meetings.

What You’ll Do:

• Inspire, Lead, Coach, Develop call center associates including direct leadership of Front Line Leaders while driving Personal Best & Great Place to Work initiatives

• Provide vision, direction and high standards necessary to produce highly involved, process focused, team-oriented customer service

• Drive continuous improvement of metrics by delivering on Personal Best mission and ongoing development and performance management of Front Line Leaders

• Lead and motivate all employees, focusing on improving the customer experience, retention, First Call Resolution, and VOC

• Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences. 

• Create meaningful development action plans for each of your Front-Line Leaders career journey

• Cultivate an environment of trust for your team and across teams where people feel motivated and have a strong sense of belonging at all levels of the organization

• Promote strong communication network throughout the business center, providing open and candid feedback, creative and innovative ideas, culturally diverse teams and empowerment of all associates 

• Maintain an effective relationship with client relationship management teams through ongoing formal and informal communication 

• Participate and lead townhalls, hub engagement events, team meetings

• Organize and host call listening sessions for client and internal stakeholders

• Collaborate with stakeholders and other relationship leaders across the Tech-Ops organization, such as SVP Employee Experience, in the drive for continuous improvement of the customer experience via strategic IT and non-IT initiatives, standardization, assistance with relative new product/program testing, and other commercial intelligence opportunities. 

• Collaborate with WPO in the monitoring, root cause analysis, and action planning for service level delivery in the call centers, being attentive to communication needs for the portfolio group and client as necessary with status updates and formal, contractual reporting. 

• Partner with other VP, Operations Servicing Leaders to become a subject matter expert in your role

• Perform other duties and/or special projects as assigned

Qualifications/Requirements you’ll need to succeed:

• 4-year Bachelor's Degree or in lieu of degree minimum 6 years call center or financial services experience.

• 3 years successful management in credit/customer service industry

Desired Characteristics you will have that will delight us:

• Demonstrated ability to manage large organizations and work closely with client counterpart

• Demonstrated ability to apply strategic thinking toward tactical execution

• Demonstrated experience to motivate and engage in our hybrid environment

• Excellent communication skills including Microsoft Office Proficient

• Demonstrated ability to lead change successfully across large groups

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• 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 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations 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 expectations).

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. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, 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

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