E2401528-1
Job Description
Role Title: AVP, Speech Operations Support (L10)
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
The role within the Enterprise Complaints & Customer Experience Organization under the Speech L3 Process. The Speech team works on building the framework and improving the accuracy of identification and tagging of customer interactions through Speech within various use cases. The team will report into the Speech Operations Optimization Leader's organization. The organization's objective is to support the business with identifying themes, enhance reporting and leverage speech to make effective business decisions.
Role Summary/Purpose
In this role, this AVP will support the Speech Operations Optimization leader in overseeing the day-to-day operations of the validation and tuning team of experienced professionals with the objective of monitoring and where applicable enhancing and improving our Performance metrics across multiple Speech use cases. This role requires a strong background in analytics, understanding of the governance framework across multiple lines of defense and the ability to collaborate across various functions within SYF and a Supplier. The role will need to work with multiple stakeholders and users involved in the end-to-end lifecycle of the Speech product.
Key Responsibilities
- Ability to understand the current Speech process end-to-end involving a steep learning curve
- Managing, leading and influencing large cross functional teams in different locations across a matrixed organization.
- Understand and deliver speech requirements requested by the Complaints Product team and other key business stakeholders or users of Speech across the business and translate into deliverable actions with definitive success measures
- Review existing performance benchmarks, effective documentation of such benchmarks and ability to monitor and address deviations from these standards through strong process controls.
- Directly lead the Speech Validation team & the Speech tuning team with the primary objective of optimizing the Speech process by improving the accuracy of the tool, identifying keywords and tune the queries
- Build and lead various tuning strategies by prioritizing business requests, gathering requirements, building a tuning plan and executing it with the support of the teams reporting into this role
- Create a strong and robust governance structure for the Speech tuning and validation team
- Build repeatable, sustainable and iterative process of validation and tuning that can be managed effectively along with an efficient change management process
- Leverage tools and capabilities that in real time can adjust standard queries to enhance targeted monitoring post product or strategy implementation.
- Leverage analytics wherever required to better derive insights, report out trends and
- Create a strong change control process with adequate analytics and insight
- Document and outline a clear roadmap for all validation and tuning activities including identification of risks, controls and expected outcomes with plans for program correction in event of deviation.
- Partner with SYF analytics teams, supplier teams to exchange data, perform calibration exercises with the objective of supporting individual business cases such as Complaints Tagging.
- Effective partnership across functions and LOD including Risk Testing, Compliance and Operational Risk and Audit to resolve gaps, incidents and strengthen our oversight and program governance.
- Support projects to drive operational excellence as subject matter experts. Conduct industry research and provide benchmarking information to business related to Speech efficiency and use cases
- Work independently with stakeholders to gather project requirements / inputs, develop analysis approach, execute analysis & present findings.
- Communicate business results/interpretations to stake holders and various partners to get their buy-in
- Actively participating in team discussions and knowledge sharing forums, lead by example for the team and encouraging the teams to do the same
- Communicate and engage across multiple levels in the business including senior leaders internally and externally
- Analytical and technical aptitude along with understanding business goals and correlating job to strategic initiatives
- Proven record of accomplishment of using sound judgment, decision making and problem solving
- Perform ad-hoc data pulls and analysis as required
- Excellent organization, prioritization, time management skills
- Perform other duties and/or special projects as assigned
- Motivate and inspire the team to be the best in the industry. As their leader and mentor, helping them navigate our culture and realize their career aspirations
Required Skills/Knowledge
- Bachelor's degree in engineering with 4+ of relevant work experience in banking, financial services, fin tech, fraud investigation and/or customer complaints; OR in lieu of a degree, 6+ years of relevant work experience in banking, financial services, fin tech, fraud investigation and/or customer complaints.
- Minimum 3 years experience in either customer centric journey/ experience mapping, complaint management, fraud investigation and/or a functional surveillance role
- Minimum 2+ Experience with SAS and SQL or other analytical/IT tools along with proven expertise and ability to learn analytical tools
- Strong communicator with ability to collaborate across functions and multiple lines of defense
- Highly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple requests against tight deadline requirements.
- Previous or current Leadership experience of 1+ year in managing a team of exempt employees
- Strong organizational skills and self-starter
Desired Skills/Knowledge
- Knowledge in Python, Tableau & other analytical tools
- Demonstrated experience managing, leading and influencing large cross functional teams in different locations across a matrixed organization.
- Team management and leadership experience
- Thought leadership and willingness to lead by example
- Strong financial and/or analytical skills with a proven strength for being detailed oriented
- Extremely Strong communication skills; comfortable dealing and communicating with all levels within the organization
- Strong knowledge of compliance rules and regulationsand regulatory requirements
- Significant knowledge and experience with financial services products and processes
- Learner-centric mindset
- Goal-oriented and objective-driven Creativity and problem-solving skills
- Experience working with IT and business functions to deliver technology solutions
- High degree of flexibility and ability to anticipate and drive change
- Demonstrated experience building and maintaining strong relationships at multiple levels of an organization
Eligibility Criteria
Bachelor's degree in engineering with 4+ of relevant work experience in banking, financial services, fin tech, fraud investigation and/or customer complaints; OR in lieu of a degree, 6+ years of relevant work experience in banking, financial services, fin tech, fraud investigation and/or customer complaints.
WORK TIMINGS: 02:00 PM 11:00 PM (IST)
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)
- L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
- L08+ Employees can apply
Grade/Level: 10
Job Family Group
Contact Center Operations
