The VP Workstation Transformation Leader will be responsible for developing and executing on the Strategic Vision for Call Center technology across multiple functions (Customer Service, Collections, Merchant Servicing, Fraud, Commercial, Consumer Banking and Credit Solutions) by enhancing the current Workstation application. As part of this role, the lead would be responsible for driving new capabilities for the Workstation application as part of Synchrony Financials' Care Forward Strategic Initiative. In this role the Workstation Transformational lead would be partnering cross functionally with EO senior leaders, IT, Business, 2nd Line, and Process Governance to implement solutions.
Develop a strategic transformational roadmap for the Workstation application with executable action plan while working closely with key stakeholders to ensure projects are completed on time and on budget.
Lead several Agile teams that would be solely responsible for transformational changes to the Workstation applications (Customer Service, Collections, Fraud and Merchant Servicing etc.) contributing directly to the EO productivity commitments.
Performing cost benefit analysis, prioritization of initiatives, process mapping, identifying the appropriate tool, risk assessment, defining controls, reporting on metrics, training, & production monitoring.
Develop, design, and lead in collaboration with a cross functional team, a multi-year Transformational plan within Care Forward for Enterprise Operations.
Partner across Synchrony functions (i.e. Operations, Collections, Marketing, Risk, Finance, IT) and key vendors to plan projects, secure resources, execute on plans and ultimately deliver on program objectives.
Communicate to EO ELT, SLT, strategic initiative leads, steering committees and project sponsors on team's progress, key metrics and progress against plan.
Oversee and manage the creation and execution of project plans, risks/issues assessments, effective project change control.
When needed, design, and lead cross-functional workouts for the project teams to further the goals of the initiative.
Must be able to travel 30-50% of the time, as required.
Bachelor's Degree with 5+ years of experience in Financial Services OR in lieu of degree, High School Diploma/GED and 10+ years of experience in Financial Services
5+ years of Project Management experience or in lieu of Project Management experience, experience leading or being a key participant in larger multi-year projects/programs
Experience with Contact Center technology and servicing platforms
Proficiency in Word, Excel, and PowerPoint
Excellent written and verbal communication skills
Strong financial/analytical skills
Excellent management, organizational, and prioritization skills
Experience working with IT and business functions to deliver technology solutions to meet objectives
Clear thinker who can seek out and identify key data themes and distill the findings into actionable strategies, tactics, and solutions
Significant knowledge and experience with financial services products and processes
Familiarity with Synchrony processes, systems and organization.
Able to build and maintain strong relationships at multiple levels of an organization
Strong influencer, able to gain consensus across functions and groups
Employs a collaborative skill set with demonstrated experience influencing outcomes in a cross-functional, matrix organization
Strong communicator that can summarize complex problems and projects into clear and succinct messages
Demonstrated presentation skills: able to build and deliver effective presentations tailored to the needs of various audiences
Lean, CAP, Facilitation, Workout skills and knowledge
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 selection process
You 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:
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The salary range for this position is 100,000.00 - 200,000.00 USD Annual
Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.
Job Family Group:
Financial Services Operations