AVP, Secure Email

Job Description:

What You'll Accomplish as an AVP, Secure Email:

You will have full supervisory responsibilities of the Secure Email team, contributing to the motivation/development of the team through professional leadership. The Secure Email Team is responsible for researching and responding to inquiries from customers who utilize the Secure Email contact channel. In this position, you would have direct impact by ensuring the quality of the task/services/information and building partnerships with key stakeholders at various levels.

We're proud to offer you choice and flexibility. You have the option to be remote and work from home, or come in to one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

What You'll Do:

Champion Customers: Lead a team of frontline managers and associates to achieve active and future business measures that support the customer needs.

Act as Owners: Lead projects that have an impact on our business results and Secure Email experience as well as proactively exploring new opportunities to improve processes and ability to identify/provide root causes

Relate and Inspire: Act as the intermediary between cross-functional partners and Secure Email to encourage engagement with all process owners

Elevate Every Day: Reach exceptional heights utilizing teamwork, confidence and motivation to transform your teams' process into value added results for customers and our business.

• Provide coaching and development to frontline Secure Email Frontline Managers
• Responsible for successful achievement of organizational goals associated with servicing, employee culture and compliance
• Proactively identify and implement strategies to improve email quality and associate productivity
• Think strategically to find creative and impactful ways to improve customer satisfaction
• Coordinate multiple priorities and demonstrate ability to follow through on projects to completion
• Cultivate environment of trust, teamwork, self-confidence and ownership
• Develop and implement programs to motivate employees and stimulate high sense of business ownership/urgency
• Ensure compliance with operational instructions as well as state & federal regulations
• Manage and control owned processes to ensure no Compliance or Contractual Service Level Defects
• L3 Process Ownership for Secure Email
• Assist HR and WPO with the coordination of hiring and staffing needs
• Understand broad range of business process and research techniques to respond to inquiries
• Work cross-functionally (such as with Fraud, surveillance team, compliance, complaint handling team, disputes, etc.) to research and resolve inquiries and to propose process enhancements
• Perform other duties and/or special projects as assigned

Experiences you will need to succeed:

• Bachelor's degree with a minimum of 2 years' experience in a financial service, operations, customer service setting or a minimum of 4 years' experience financial service, collection, operations or customer service setting
• Minimum of 5 years' management experience
• Need to be able to work during Domestic Hours of 7:00 am - 7:00 pm EST

Skills you have that will delight us:

• Recently or will soon graduate Synchrony's Business Leadership Program participant.
• Ability to lead and manage projects to completion, especially managing multiple projects simultaneously
• Strong analytic and time management skills
• Demonstrated ability to lead multiple initiatives and achieve performance goals in a high volume environment
• Outstanding leadership and interpersonal skills to support a high-performance, high-satisfaction employee culture
• Previous experience in a technology setting for example, data gathering information from web portals, analyze it, suggest process improvements, and suggest ways to automate processes
• Ability to manage work and resources across functions and hubs
• Ability to influence upwards and across boundaries
• Strong process leadership skills demonstrated through previous project management and process improvement initiatives
• Strong interpersonal and oral/written communication skills
• Open to occasional business travel

Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00 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.

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.
• N ew 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 a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ , with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

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.

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