AVP, Enterprise Complaints Analytics & Innovation (L11)

Job Description:

Role Title: AVP, Enterprise Complaints Analytics & Innovation (L11)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• We provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.

• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview:

The Enterprise Complaint and Customer Experience function provides operational management, governance and reporting for the Company’s complaint management procedures, ensuring consumer complaints are consistently identified across all intake channels and handled in accordance with internal policies and applicable regulatory requirements. We turn complaint signals into action: spotting systemic journey breakdowns, partnering across the company to drive root-cause fixes, and escalating emerging regulatory, financial, and reputational risks—all while raising the bar on the customer experience.

Role Summary/Purpose:

The AVP, Enterprise Complaints Analytics & Innovation is a high impact hands-on Analytics leader responsible for building and scaling a best-in-class complaint intelligence capability. This role converts complaint signals into predictive, actionable insights that influence product strategy, operational performance, control design, and customer experience outcomes. You will lead advanced analytics on large volumes of data (complaint narratives, call/chat transcripts, digital journeys, servicing interactions), develop innovative approaches, and shape an insight-to-action operating model that drives measurable risk reduction and customer improvement. You'll will also work with the Model and Non-Model Governance teams to ensure the techniques and models are as per the Synchrony standards.

Key Responsibilities: 

• Detect emerging trends, anomalies, and systemic issues by conducting deep analysis of complaint data to surface risks and opportunities for product enhancement, marketing messaging, and service positioning.

• Analyze the full customer experience by developing indices and integrated views using additional variables, including (but not limited to) complaint volumes, key contact drivers, channel mix, repeat contacts etc.

• Build and operationalize advanced analytics (e.g., NLP, clustering, supervised learning, early-warning indicators) that elevate ECCE from descriptive reporting to forward-looking intelligence.

• Develop executive-ready and regulator-ready narratives by creating presentations that synthesize complex analyses into clear findings, implications, and recommended actions for internal and regulatory audiences.

• Provide process-focused analytics support to complaints teams and end-to-end process owners—helping prioritize root-cause work, quantify exposure, and measure remediation impact.

• Perform other duties and/or special projects as assigned, supporting enterprise priorities and emerging needs.

Qualifications/Requirements: 

• Bachelor's degree and a minimum of 6+ years of hands-on reporting and analytics experience OR in lieu of a bachelor's degree, a High School Diploma and a minimum of 8+ years of hands-on advanced analytics experience 

• Minimum 5+ years of experience with proven ability to extract unstructured and structured data with strong programming ability in Python/PySpark/SAS/ScalaSpark or other big data programming language

• 2+years of experience in designing and monitoring A/B testing or champion challenger strategy design.

• Demonstrated experience in performing root cause analysis using Machine Learning/AI

• Experience with Tableau, data warehouses or other such data Insight systems 

• Demonstrated experience with analyzing large structured and unstructured data using Advanced AI/ML techniques to identify critical business insights. 

• Experience with automating and consolidating data from multiple reporting channels ensuring sound data quality controls and checks. 

Desired Characteristics:  

• Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success.  

• Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.  

• Experience in AWS SageMaker is a plus.

• Demonstrated ability to process transcripts data using advanced NLP tools & techniques viz. Topic Modelling, Text Summarization & Entity Recognition.

• Demonstrated ability to perform Exploratory Data Analysis using analytics techniques viz. classification, sampling, forecasting etc.,  glean and form business insights under aggressive timelines.

• Results-oriented; ready to challenge the status quo for continuous improvement.   

Eligibility Criteria 

Bachelor's degree and a minimum of 6+ years of hands-on reporting and analytics experience OR in lieu of a Bachelor's Degree, a High School Diploma and a minimum of 8+ years of hands-on reporting and analytics experience 

Work Timings: 2PM - 11PM IST

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)
We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR.
Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events.

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 (Formal/Final Formal)

• L9+ Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.

• Employees at L9+ can only apply for this opportunity.
  
  Grade/Level : 11

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