Recovery Agency Attorney Support Manager

Manager, Recovery Agency Attorney Support (L09)

Job Description:

Role Title : Manager, Recovery Agency Attorney Support, Level - 9

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 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 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:

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

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

• 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: 8 AM to 5 PM EST 

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 (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 for this role.

Level / Grade : 9

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Experience Level

Mid Level