VP, Hub Leader

Job description

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 banking, customer service, or risk management Experience collaborating across functions, locations, or geographies/countries to support effective execution or communication Grade/Level: 14 The salary range for this position is 150,000.00 - 250,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge. Salaries are adjusted according to market in CA, NY Metro and Seattle. Our Way of Working : We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. *Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences. Eligibility Requirements: 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 onboarding process You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. 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 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations 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 expectations). 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. Our Commitment: When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow. This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all. Reasonable Accommodation Notice: Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time Job Family Group: Customer Service Operations