Collections Strategy Delivery Manager

Manager - Collections Strategy Delivery (L9)

Job Description:

Role Title: Manager - Collections Strategy Delivery (L9)

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 Ambition Box 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:

Credit Team decisions credit actions across the lifecycle of a customer – from acquisition to account management to collections and recover – we work towards managing credit and fraud losses and elevating customer experience through powerful and proprietary insights on customer risk and credit behaviours. The actionable insights are driven by access to numerous alternative data sources, new age technologies, focused strategies, emerging algorithms, and predictive precision. Spread across 10 pillars the credit team in India caters to the entire gamut of decision sciences, from data management to model development to strategy design, and bringing it all to life through technology, and managing within the guardrails of our regulatory requirements. As part of the team, you will have access to some unique product propositions, functional and leadership training, interaction with executive leadership team and a myriad of diverse perspectives.

Role Summary/Purpose:

Manager - Collections Strategy Delivery role is responsible for the Validation of Collections strategies or Business rules to ensure all strategies are implemented as intended. The strategies include all RC and PSCC Collection strategies as they relate to delinquent (precharge off) accounts, pre-delinquent strategies, Recovery strategies and Skip strategies utilizing Experian Power Curve (Strategy Manager), SAS and FD Rules. As an individual contributor, This role leads the development of the SAS code within the Validation team for the completion of Pre & Postproduction Validations. This role works closely with the requester of new projects, new clients, and Strategy Change Initiatives for Phone Channel/Alternate Channel Contact processes. Validation and analysis of collection strategies and development and enhancement of Phone Channel/Alternate Contact implementation processes are key elements to the success of the Strategy Delivery Team. This role participates on multiple initiatives and serves as the Validation SME for the SAS Application. The person will also support Exception & Control reports within Strategy Delivery Team that help identify any process breaks for immediate resolution.

Key Responsibilities:

• Execute end-to-end pre- and post-production validations for Collections and Operations, covering Pre-Delinquent and Delinquent (Phone and Alternate Channels) and Recovery/Commercial (Alternate Channel) processes, leveraging advanced technology to improve the customer experience.

• Build and optimize actionable queries to support Collections process management and pre‑/post‑production validations across SAS, Business Objects, Experian Strategy Manager, FD Rules, Tableau, and Jira.

• Develop, maintain, and monitor Tableau-based exception and control reports to enable the Strategy Delivery team to quickly detect process breaks, surface discrepancies, and drive timely resolution.

• Proactively identify automation opportunities to improve process efficiency and present recommendations to leadership.

• Partner with Collections Strategy, Operations, and process owners to define strategy requirements and implement streamlined, repeatable approaches for completing production validations.

• Contribute to automation and process improvement initiatives by designing controls that detect deviations quickly and accurately.

• Lead stakeholder review sessions to confirm strategy change scope, requirements, and expected outcomes before initiating production validation.

• Produce detailed validation documentation summarizing test approach, results and exceptions; review findings with Strategy Managers and obtain formal sign-off.

• Ensure validations and deliverables align with change request timelines and milestones.

• Prioritize and manage multiple validation initiatives simultaneously, consistently meeting committed deadlines.

• Identify issues during validations, recommend corrective actions, and partner closely with Strategy Managers through resolution and closure.

• Maintain a centralized inventory of SAS code and reusable validation assets to support future production validations.

• Partner with process owners to define procedures and requirements that ensure post‑production validations are accurate, timely, and compliant with regulatory and internal standards.

• Work independently with minimum to moderate supervision and perform other duties and/or special projects as assigned

• Lead project management for process improvement solutions aligned to leadership goals and strategic initiatives.

• Cross-train Validation team members on pre‑ and post‑production validation procedures, and manage validation tickets through the final stages of the strategy change implementation lifecycle.

Required Skills & Knowledge:

• Bachelor’s degree with 2 + years of experience in analytics or in lieu of a degree 4 + years of experience in analytics

• Minimum 2 + years of hands-on experience with SAS or knowledge of SAS programming

• Minimum 2 + years of experience with design, test and control environments working with large amounts of data

• Minimum 1+ years analytical and decision-making experience.

• 1+ year of Tableau Experience.

• Demonstrated ability to effectively communicate and present business results to management

Desired Skills & Knowledge:

• 1 year of experience with FISERV/FD Rules/ Strategy Manager Development (batch mode)

• 1 year of Project Management Experience

• Working Knowledge on python

• Experience with designing test and control environments working with large amount of data

Eligibility Criteria:

• Bachelor’s degree with 2 + years of experience in analytics or in lieu of a degree 4 + years of experience in analytics

Work Timings: 2:00 PM to 11:00 PM 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)

• 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

• Employees at L7+ are eligible to apply for this opportunity

Grade/Level: 09

Job Family Group:

Credit

Experience Level

Mid Level