Assistant Vice President, Fraud Operations

Job Description:

Role Title: AVP - Fraud Operation

Company Overview: 

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:

Fraud Operations team reviews potential fraud alerts triggered by the Fraud Strategies to help mitigate fraud risks across the lifecycle of a customer. Additionally the team caters to customers who have been victims of fraud by reporting, investigating  and processing fraud cases. This team is Spread across 7 sites in Asia and U.S. With this team You will gain some unique experiences, both at a functional and leadership level.

Role Summary/Purpose:

This AVP will be responsible for leading and managing a midsize group of front-line managers and associates responsible for Fraud Operations including Tac Ops, Watchlist Screening and Credit Solutions. This individual is responsible for ensuring all regulatory and compliance requirements are met besides managing performance on the core metrics. This individual will be responsible for driving employee engagement and implementing innovative solutions that reduce overall issues/defects/gaps and increase overall productivity and efficiency and improve customer and employee experience. This individual may need to own a L3 process ownership.

Essential Responsibilities:

• Effectively lead and manage a midsize team focusing on performance, productivity, quality,  customer experience and compliance/ regulatory adherence.
• Direct leadership of ~13 front line managers and indirect leadership of ~250 front line associates who directly connect with our customers; directly impacting our business’ operational success and growth. 
• Be a customer advocate and experience of handling teams on VOC and escalations
• Develop and grow front line managers; cultivate an environment of mutual trust, teamwork, engagement and involvement. Provide regular feedback to front line managers on their team’s performance on various metrics like the quality of work, productivity, retention etc.
• Translate and transform the business strategy into human performance requirements through learning strategies
• Ensure all Company policies, Service Level standards and Critical to Compliance measures are consistently met/exceeded.
• Collaborate with other partner sites to self-identify process risks, opportunities, gaps, defects to drive improvements, enhancements and an overall reduction in defects.
• Ensure strong communication across all sites/managers/associates to drive consistency.
• Communicate risks, opportunities, action plans and results to all levels of the organization.
• Lead/participate in projects to enhance processes and/or resolve issues.
• Develop, implement, evaluate and modify associate reward and recognition programs to drive improved associate performance.
• Compile operation reports for senior management review regularly.
• Work with internal and external auditors and provides documentation to certify compliance.
• Search out new and innovative ways to process work efficiently and identifies and implements process and system changes/enhancements.
• Cultivate an environment of trust, teamwork, self-confidence, ownership and accountability
• Proactively identify and implement strategies to improve quality of work and productivity
• Engage cross-functionally (as needed) to identify and resolve issues, gaps and enhancements.

Required Skills:

• Bachelor’s degree in any discipline with minimum of 12  years’ experience in a financial services or customer service setting. In lieu of Graduation, minimum experience of 14 years .
• Minimum 10+ years’ of total experience supervising credit card-related production processes, driving innovation and/or managing external supplier relationships.
• At least 6+ years of call center managerial experience in an MNC setting. 
• Ability to work in shifts, weekend, holiday rotational work schedules
• Excellent written and verbal communication skills; ability to work across all levels of management; Skilled communicator at all levels inside and outside an organization
• Prior experience identifying process risks and defining key controls
• Strategic thinker with keen business acuity and decision-making skills
• Proven ability to accomplish goals with highly complex, time sensitive deliverables

Desired Skills:

• Experience leading a team of 20+ team members - we love passionate leaders and want to hear your stories of leadership successes and learnings. 
• Excellent organization, prioritization, time management skills - tell us your secret for staying on top of things. 
• Ability to lead and manage projects to completion, especially managing multiple projects simultaneously – tell us about a project you’re most proud. 
• Proven track record of using sound judgment, decision making and problem solving, influencing, creating and driving customer processes - we want to hear about how you make decisions and how you solved a complex problem. 
• Ability to work with all levels across the business including senior leaders internally and with customers (or clients) – we are a family at Synchrony and all our voices matter, tell us how you influence others. 
• Business acumen and ability to handle customer and client escalations– we want to understand how you connect the dots. 

Eligibility Criteria: Bachelor’s degree in any discipline with minimum of 12  years’ experience in a financial services or customer service setting or in lieu of degree, minimum experience of 14 years of experience in a financial services or customer service setting

Work Timings: Flexible Shifts

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)
• Employees who have completed 24 months in current role and level are only eligible.

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