VP, Enterprise Capacity Planning & Forecasting

Role Summary / Purpose

The Vice President, Enterprise Capacity Planning & Forecasting will lead the modernization and enterprise integration of capacity planning and workforce recommendations across Synchrony’s Servicing, Collections & Recovery, and Complaints operations. This leader will transform current planning processes into a standardized, automated, and recommendation-driven enterprise capability—evolving from static/deterministic methods to probabilistic, scenario-based, and AI-enabled planning.

The VP will deliver executive-ready insights and tradeoff analyses that connect capacity decisions to operational KPIs, customer outcomes, compliance obligations, and financial performance. This role will also establish a forward-looking roadmap to quantify and plan for the impact of automation and emerging AI capabilities (including AI agents) on future workload, productivity, skill requirements, and enterprise capacity needs.

• Own and lead enterprise-wide capacity planning and forecasting across Servicing, Collections, Recovery, and Complaints, ensuring consistent planning standards, definitions, and governance.
• Modernize and simplify the current delivery model through process re‑design, automation, tooling, and scalable operating rhythms (weekly/monthly/quarterly planning cadences).
• Transition from deterministic forecasts to probabilistic forecasts and scenario planning that incorporate macroeconomic drivers, real‑time operational signals, and risk ranges.
• Build a recommendation‑driven planning model that produces clear actions (e.g., staffing changes, cross‑functional redeployment, vendor/augmented staffing, overtime, training throughput adjustments) with quantified impacts and confidence ranges.
• Establish an enterprise framework for cross‑functional resource movement, including skill segmentation, cross‑training strategy, proficiency curves, and surge playbooks across lines of business.
• Develop capacity strategies leveraging augmented staffing (BPO/partners/temporary staffing) and flexible labor models to address demand volatility while optimizing cost and performance.
• Link capacity decisions to KPI optimization across servicing and collections/recovery outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income), balancing service, compliance, and cost‑to‑serve.
• Deliver executive‑level analyses, decision packages, and “walk‑throughs” that quantify strategic tradeoffs across service levels, operational risk, customer experience, and financial outcomes.
• Partner with Finance to translate operational capacity plans into financial outcomes and ensure capacity strategies align to budgets, productivity commitments, and investment roadmaps.
• Define and operationalize the roadmap for AI‑enabled capacity planning, including opportunities for AI to automate planning steps, enhance accuracy, and improve recommendations.
• Quantify and incorporate the anticipated impact of automation and AI agents on work volumes, handling time, throughput, and skill requirements—integrating adoption curves and operational readiness constraints.
• Establish performance management and continuous improvement routines, including forecast accuracy, capacity utilization, productivity drivers, and plan vs. actual tracking.
• Lead, coach, and develop a high‑performing enterprise team; build strong cross‑functional partnerships with Operations, Complaints leadership, HR, Finance, Analytics, Risk, Compliance, and Technology.
• Perform other duties and/or special projects as assigned.

• Bachelor’s degree; or in lieu of degree, 14+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high‑volume environments (financial services, contact centers, back‑office operations, BPO).
• 10+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high‑volume environments (financial services, contact centers, back‑office operations, BPO).
• Demonstrated experience modernizing planning processes and operating models…