VP, Hub Leader

Role Summary/

Purpose:



This role, based at our Virtual Hub located in Phoenix Arizona, is directly responsible for the successful operation of the 650+ employee Global Servicing Team and the service business conducted by the team in the name of the customer, partner, and other stakeholders. This role collaborates across the entire Global Servicing hub network, and supporting functions, on building a delivering a cohesive, consistent leadership strategy that drives business metrics, service delivery, talent development, and other related key processes performed by the team.

In addition, you will collaborate with and inspire teams across all Synchrony functions that reside within the 800-person Phoenix hub, with co-accountability for the effectiveness of activities relating to achievement of an employee-centric culture, sense of engagement, the company's community brand, and other important relationships. To accomplish this, you will partner with internal stakeholders (i.e., Technology, Shared Services, Human Resources, Talent Development, Workforce Planning, Facilities, Business Continuity, Crisis Management and others) to create a model of collaboration that enables a best-in-class work environment.

Candidates should be located, or willing to relocate, to Phoenix, AZ.

Essential Responsibilities:

• Guide a team of Operations Servicing Leaders to champion performance, optimization and automation of customer processes, and deliver best-in-class customer and/or partner experience
• Own performance metrics in the hub related to work done by the Global Servicing team in handling over 3.5MM phone calls annually, including evaluation of the team(s) overall performance, and resetting of strategic direction as needed to drive results
• Manage a $35MM annual budget that includes Global Service Delivery salaries, benefits, and all other expenses related to operating a team of 650+ employees
• Guides a team of Operations Servicing Leaders to champion performance, optimization and automation of customer processes, and deliver best-in-class customer and/or partner experience
• Establish a culture of trust, transparency and inclusion with the overall hub's 800+ local employees, both within the Global Servicing team, and cooperatively across other functions
• Build and executes the new standard for SYF Works in the hub, fully engaging, developing and enabling our leaders of people to develop and inspire their virtual workforce to perform with excellence and grow their careers with SYF
• Partner with business leaders and technology teams to identify and provide innovative digital servicing solutions and operational processes, and works collaboratively to adopt new technologies early to drive improved performance, virtual employee engagement and connectivity
• Build and manages industry and community relationships to support benchmarking, innovation, and the SYF brand in the local marketplace
• Design and enables new work models and talent strategies that balance dynamic business staffing needs and employee flexibility to reduce regrettable attrition, and creates hub specific talent and diversity strategies to identify, develop and grow strong talent in partnership with human resources and other business leaders
• Maintain and continually assess hub crisis management protocols, including safety and security, business continuity, testing, and real-time incident management; identifies and drives viable staffing and operational solutions when necessary
• Evaluate and ensures overall compliance with policies and procedures including data security across hub and remote work environments
• Perform other duties as assigned

Qualifications/Requirements:

• Bachelor's degree with a minimum of 8 years' experience in financial services, collections, operations or customer service call-center environment or in lieu of bachelor's degree, minimum of 12 years' experience in financial services, collections, or customer service call-center environment
• Minimum of 8 years supervisory or leadership experience of exempt and non-exempt employees in a large matrixed organization
• Strong PC proficiency (Microsoft Suite, including: Word, Excel, PowerPoint, and Outlook)
• Demonstrated experience analyzing, deriving meaningful insights, and communicating complex data to a variety of audiences - proficient using excel to derive insights through tools such as pivot tables and basic formulas
• Strong written communication skills with the ability to create clear, concise, and well-structured employee communications to diverse audiences
• Demonstrated influencing skills used to direct/persuade/influence others
• Selected candidate must either be located today, or will relocate to Phoenix, Arizona
• Ability and flexibility to travel for business as required

Desired Characteristics:

• Experience leading and engaging large teams across virtual, remote, and physical building environments
• Strong project management experience developing a business or functional initiative
• Deep domain expertise in collections, operations, consumer…