Manager Fraud Operations L 08 Job In Synchrony Financial In India

Role Summary:You will be responsible for managing a team of front-line associates responsible for Fraud Operations including Fraud Tactical Operations, Watchlist Screening and Credit Solutions You will partner with your team developing skills that drive quality servicing as they engage with our customers You will be directly responsible for meeting/exceeding client contractual requirements, including service standards, call quality and ensure a positive customer experience Your goal will be motivating and inspiring your team to be the best contact agents in the industry Your team should be highly engaged and motivated creating an employee /customer centric work culture.

You will be responsible for meeting/exceeding all the Fraud Operations performance goals As their leader, you are their mentor, helping them navigate our culture and realize their personal aspirationsEssential Responsibilities:

• Effectively lead and manage a team of frontline associates and directly responsible for leading, motivating and coaching your team for high performance
• Champion Customers: Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences
• Act as Owners: Lead a team that direct connects with cardholders and customers every day, directly impacting our business' operational success and growth.
  
  
• Relate and Inspire:Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging
• Elevate Every Day: Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team
• Directly responsible for leading your team to success -driving performance management, ensuring your team is equipped to provide a positive customer/client experience
• Directly responsible for coaching your team on process, quality, productivity, schedule adherence and customer experience along with other metrics/requirements
• Ensure appropriate risk for the business -ensuring your team is familiar with and understands the importance of following operating instructions including compliance requirements.
  
  
• Monitor calls and coach to improve quality and minimize errors
• You will be responsible for reviewing the performance of your team, identifying training and coaching needs and planning coaching sessions Evaluate team performance and conduct performance appraisals
• Partner closely with Human Resources in the areas of performance management and workplace policies and procedures, timekeeping and attendance tracking and carry out performance management measures
• Partner with other managers to share ideas and facilitate best practices, cultivating an environment of trust and teamwork, identifying process improvement and enhancements.
  
  
• Inspiring and connecting with each team member -cultivating an environment of trust, teamwork and personal ownership Partnering with each team member to understand and help support their personal development Conduct regular team building and engagement activities
• Project management -Initiating, planning and executing on key business initiatives

Qualifications/Requirements:

• Bachelor's degree in any discipline with minimum 2 years in Synchrony OR in lieu of a degree, 4 years in Synchrony.
  
  
• Fair understanding of call center metrics like VOC (Customer Experience), CCT (Call Handling Time), Quality etc
• High integrity & ability to handle confidential information
• Superior listening, interpersonal skills, presentation skills and excellent verbal/written communication skills
• Should have analytical and reasoning skills
• Demonstrated proficiency in word, excel and Power point
• Must be willing and able to work flexible work schedules including nights and weekends to support 247 operation
• Ability to work across all levels of management, Skilled communicator at all levels inside and outside the organization.
  
  
• For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying
• Inform your Manager or 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 18 months in the organization and 12 months in current role and level are only eligible
• Existing Level 5, 6 & 7 are eligible to apply, will be considered for Level 8 if selected

Desired Characteristics:

• Prior experience in Fraud Operations
• Demonstrated leadership skills in assuming ownership and accountability.
  
  
• Demonstrated ability to work effectively with all levels of management
• Excellent organizational and time management skills
• Ability to make quick decisions appropriately
• Demonstrated ability to effectively negotiate and handle conflict
• Self-motivated, willingness to assume additional responsibilities.
  
  

Fraud Operations

Synchrony Financial is looking for .

Synchrony Financial is looking for Any Graduate / Post Graduate profile candidates.