Manager, Recovery Agency Attorney Support (L09)

Manager, Recovery Agency Attorney Support (L09)

Job Description:

Role Title : Manager, Recovery Agency Attorney Support

COMPANY OVERVIEW: Synchrony (NYSE: SYF) is a leading consumer financing company that has been at the heart of American commerce and opportunity for nearly a century. Synchrony delivers credit and banking products that empower tens of millions of consumers to improve their financial lives and access what matters most. Leveraging innovative solutions that are shaping the future of retail commerce, Synchrony supports the growth and success of some of the nation’s most respected brands, alongside hundreds of thousands of small and midsize businesses, including health and wellness providers. Committed to excellence in service and culture, Synchrony is proud to be named as #3 as a Great Place to Work® in India and is honored to be ranked the #1 Best Company to Work For® in the U.S. by Fortune magazine and Great Place to Work®. For more information, visit www.synchrony.com.

ORGANIZATIONAL OVERVIEW: The Recovery Agency and Attorney organization enables effective third-party recovery operations by overseeing supplier communications, workflows, and supporting tools and platforms. The team provides operational monitoring, reporting and analysis, and technical process support to suppliers to ensure work is completed in an accurate and timely manner.

ROLE SUMMARY/PURPOSE :

The Recovery Agency and Attorney Support Manager, you will be responsible for monitoring processes, including but not limited to the areas of supplier communications, supplier workflows, SharePoint (SP), Power Platform, and Debt Manager support. Additionally, the individual will provide reporting analysis and support suppliers in technical process related questions. This position will also perform a variety of duties such as implementing new processes, ensuring that existing processes are performing to expectations, meeting SLA’s, and supporting Recovery Leadership to business goals.

KEY RESPONSIBILITIES :

Act as Owners: Lead a project that directly connects with Suppliers and Internal Stakeholders customers every day, impacting our business’ operational success and growth.

• Monitor compliance with external site access request (i.e. requestor utilizing personal email address and business group emails, etc.).

• Complete JIRA ticket tracking. Provide on-going JIRA ticket/Power Platform support, and direction to internal/external SharePoint and Power Platform users.

Relate and Inspire: Cultivate an environment across teams to build strong partnership and have a strong sense of one SYF team

• Ensure appropriate risk for the business – certifying site users and suppliers are familiar with, and understands the importance of following operating instructions, including compliance requirements

Directly partner with Suppliers to :

• Communicate clearly SYF process expectations, developing action plans relative to identified process deficiencies.

• Support suppliers in addressing controls end to end, conducting root cause analysis and defect closure with suppliers including compliance requirements

• Serve as suppliers’ initial point of contact with respect to projects, SharePoint access, Power Platform workflows and End user testing, technical inquires.

• Project management – initiating, planning, and executing on key business initiatives

• Communicate process results, issues, risks, opportunities, and trends effectively and in a timely manner, to managers/leadership team.

REQUIRED SKILLS & KNOWLEDGE:

• Bachelor’s Degree with 2+ years in Tech Ops experience, Operations Analyst or Call Quality, Training experience or in lieu of degree 4 years of work experience in Tech Ops experience, Operations Analyst or Call Quality, Training experience.

• Including hands-on Power Apps development with validated examples of prior builds/solutions

• Ability to work cross-functionally with our internal and external resources to develop project deliverables

• Excel skills, including VLOOKUP/XLOOKUP, complex formulas, creating and maintaining pivot tables, and the ability to analyze and interpret data to inform decisions.

• SharePoint administration duties

• Hands on experience in Project Management execution, able to handle & Lead multiple projects concurrently 

​DESIRED SKILLS & KNOWLEDGE:

• Minimum of 2 years’ experience managing relationships

• Ability to lead and manage projects to completion, especially managing multiple projects simultaneously – tell us about a project you’re most proud.

• Excellent organization, prioritization, time management skills - tell us your secret for staying on top of things.

• Proven track record of using sound judgment, decision making and problem solving - 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.

ELIGIBILITY CRITERIA:

• Bachelor’s Degree with 2+ years in Tech Ops experience, Operations Analyst or Call Quality, Training experience or in lieu of degree 4 years of work experience in Tech Ops experience, Operations Analyst or Call Quality, Training experience

Work Timing:

This role qualifies for Enhanced Flexibility offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs)

FOR 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, LPP)

• L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.

• L8+ Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.

• L4+ Employees can apply.

Level / Grade: 9

Job Family Group:

Collections

Experience Level

Mid Level