VP, Service Forecasting and Analytics - Synchrony
Canton, OH
About the Job
Job Description:
Role Summary/Purpose:
The Vice President (VP) of Service Forecasting & Analytics will proactively determine key risks and opportunities to the forecast by delivering short and long term operations service demand and staffing forecasts. In addition develop operations analysis and trend comparisons to substantiate current forecast. Provides insightful analytics on other factors including macro trends influencing service metrics performance.
_We're proud to offer you choice and 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. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events._
Essential Responsibilities:
+ Utilize both internal and external data to accurately forecast service demand volumes and staffing needs for operations servicing, customer solutions, and complaints management on a short and longer-term basis.
+ Develop/assist in building advance analytics and modeling techniques/tools to create accurate service demand forecasts and optimize staffing levels / staffing expenses.
+ Partner with operations, customer solutions, and complaints teams to develop appropriate staffing configuration for each SYF platform.
+ Partner with other functions to identify, analyze and understand the financial, operational or strategy opportunities to effectively manage staffing costs based on current and expected levels of service demand.
+ Understanding emerging servicing demand trends leveraging both internal and external information to identify potential changes to volume and staffing trends.
+ Understand, analyze and simulate regulatory / industry / client shifts and trends within the SYF framework to determine both risks and opportunities to KPI's.
+ Communicate regular performance related packages to the Sr. Leadership Teams.
+ Lead and develop a highly skilled team to drive high quality output.
+ Maintain a strong GPTW score in an inclusive culture.
+ Create the reporting and analytical dashboards to effectively communicate metrics performance drivers, drill downs and deep dives.
+ Ad-hoc analysis as requested or required.
+ Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
+ Bachelor's degree with a minimum of 5 years' experience in analytics; in lieu of degree, a minimum of 7 years' experience in analytics or forecasting
+ 3+ years' experience with advanced Excel
+ 1+ years' managing quantitative analysts either directly or indirectly during projects.
Desired Characteristics:
+ Master's / MBA degree preferred in computer programming, mathematics, economics, finance, business, engineering, or other quantitative fields
+ 2+ years' experience with SAS and SQL.
+ 2+ years of experience leading cross-functional teams and projects.
+ Strong analytical skills with ability to communicate clearly and concisely.
Grade/Level: 12
The salary range for this position is 110,000.00 - 185,000.00 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.
+ 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 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+ (https://www.synchronycareers.com/our-culture/#diversity) , 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:
Collections
Role Summary/Purpose:
The Vice President (VP) of Service Forecasting & Analytics will proactively determine key risks and opportunities to the forecast by delivering short and long term operations service demand and staffing forecasts. In addition develop operations analysis and trend comparisons to substantiate current forecast. Provides insightful analytics on other factors including macro trends influencing service metrics performance.
_We're proud to offer you choice and 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. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events._
Essential Responsibilities:
+ Utilize both internal and external data to accurately forecast service demand volumes and staffing needs for operations servicing, customer solutions, and complaints management on a short and longer-term basis.
+ Develop/assist in building advance analytics and modeling techniques/tools to create accurate service demand forecasts and optimize staffing levels / staffing expenses.
+ Partner with operations, customer solutions, and complaints teams to develop appropriate staffing configuration for each SYF platform.
+ Partner with other functions to identify, analyze and understand the financial, operational or strategy opportunities to effectively manage staffing costs based on current and expected levels of service demand.
+ Understanding emerging servicing demand trends leveraging both internal and external information to identify potential changes to volume and staffing trends.
+ Understand, analyze and simulate regulatory / industry / client shifts and trends within the SYF framework to determine both risks and opportunities to KPI's.
+ Communicate regular performance related packages to the Sr. Leadership Teams.
+ Lead and develop a highly skilled team to drive high quality output.
+ Maintain a strong GPTW score in an inclusive culture.
+ Create the reporting and analytical dashboards to effectively communicate metrics performance drivers, drill downs and deep dives.
+ Ad-hoc analysis as requested or required.
+ Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
+ Bachelor's degree with a minimum of 5 years' experience in analytics; in lieu of degree, a minimum of 7 years' experience in analytics or forecasting
+ 3+ years' experience with advanced Excel
+ 1+ years' managing quantitative analysts either directly or indirectly during projects.
Desired Characteristics:
+ Master's / MBA degree preferred in computer programming, mathematics, economics, finance, business, engineering, or other quantitative fields
+ 2+ years' experience with SAS and SQL.
+ 2+ years of experience leading cross-functional teams and projects.
+ Strong analytical skills with ability to communicate clearly and concisely.
Grade/Level: 12
The salary range for this position is 110,000.00 - 185,000.00 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.
+ 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 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+ (https://www.synchronycareers.com/our-culture/#diversity) , 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:
Collections
Source : Synchrony