Hybrid Manager, Capacity Planning

at Synchrony

• Job title: Manager, Capacity Planning
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL, Tableau, VBA
• Location requirements: Hybrid, Hyderabad, India

About the role

• Manager for capacity planning in financial services at Synchrony, leveraging data analytics for staffing solutions. Collaborating on analytical projects to drive business actions and insights.

Responsibilities

• Develop in depth data solutions that provide key business insights.
• Leverage data analytics to derive insights from customer behavior, customer experience and associate metrics to drive business actions
• Collaborate with process owners across different teams in Servicing on analytical projects.
• Incorporate new data elements, sources and channels to help promote efficient and effective strategies and customer contact preferences
• Execute projects under aggressive deadlines with limited guidance and direction from management.
• Prepare and deliver presentations summarizing findings and recommendations; demonstrate an ability to communicate the same in technical and layman terms.
• Build, modify and execute complex Staffing and Capacity excel tools that provide insight into future staffing related needs
• Lead Inbound Forecasting & integration with Production Management for Capacity processes
• Lead development of total Collection headcount & FTE planning.
• Lead development of additional staffing tools for post-charge-off, backline & support functions within Collections (Customer Solutions, Recovery, etc.)
• Lead development of process enhancements & controls for Capacity processes
• Develop, maintain & update consistent and accurate Process Documentation
• Determine the appropriate drivers for each staffing group and ensure model drivers are being captured and are well integrated into the process based on site performance and key production metrics and engage leadership team in making recommendations
• Proactively evolve staffing & capacity tools consistent with business and client/customer changes
• Perform analytics to assess the current and future staffing needs for all Non-Exempt collectors
• Lead develop of capacity dashboards and reporting publications/updates
• Partner with lead analyst to develop and execute rhythm of review process for capacity results with Senior Level Management
• Partner with Finance during planning sessions to determine staffing needs and cost forecasts
• Partner with Strategy Team to proactively drive staffing related productivity initiatives determining appropriate metrics including Cost Benefit Analysis
• Perform other duties and/or special projects as assigned

Requirements

• Bachelor’s Degree with a minimum of 2+ years’ experience in a call center, collections, financial services operations or customer service setting
• In lieu of degree, a High School Diploma/GED with a minimum of 4+ years' experience in a call center, collections, financial services operations or customer service setting
• Proven analytical skills: 2+ years familiarity with analytics & forecasting concepts
• 2+ years’ experience in preparing and presenting analytical data & recommendations to Senior Level Management
• 4+ years of advanced excel experience
• Highly developed skills working with Microsoft Excel and a working knowledge of other Microsoft Office products
• Experience working on assignments/projects that required minimal to no supervision
• Synchrony Financial knowledge, Prior experience in a financial, auditing, quality or statistical role; ability to manage work and resources across functions, sites, and countries
• Strong leadership skills demonstrated through previous project management and process improvement initiatives
• Excellent verbal and written communication skills, particularly facilitation and influencing skills; proven ability to make decisions based on quantitative analysis and creative thinking
• Flexible schedule to meet business needs
• SAS/SQL or relational database fluency; strong analytic and auditing abilities
• Exposure to VBA macros
• Experience with Tableau and/or R

Benefits

• Flexibility and Choice for all employees
• Best-in-class employee benefits and programs that cater to work-life integration and overall well-being
• Career advancement and upskilling opportunities