20 Mar

Avp Inbound Recovery Call Center - Hyderabad - Synchrony Financial

Avp Inbound Recovery Call Center
Synchrony Financial
Hyderabad AP
20 Mar, 2017 30+ days ago

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Job Description:
Roles Summary/Purpose: The Assistant Vice President of Inbound Recovery Call Center Operations is responsible for executing to the inbound strategies and initiatives that drive process improvement, demonstrate sustainability of existing processes and partner with the Business leader in supporting the strategic direction of the business. The individual will be responsible for the Process P&L, initiative prioritization, issue resolution and act as the liaison for all inbound recovery operations engagements.

Essential Responsibilities:
Manage and Coach Associates and staff; ~ 6 front line managers and ~ 120 associates.
Provide overall leadership for the customer facing inbound recovery operations.
Improve customer experience by supporting first call resolution on all inbound recovery calls
Drive performance standards by ensuring all established standards (AHT, Quality, Abandonment rate, other key metric) are established and met from an inbound call perspective.
Develop incentive program and recognize and reward team on regular basis, using both formal and informal channels
Work with Process Leader, Functional leaders including Compliance and Legal to establish a compliant operating rhythm.
Ability to understand the ‘as is’ process environment, determine areas of opportunity and partner with functional groups to obtain buy in and operationalize improvements.
Identify, report, fix and close out any defects or issues within defined SLA as established
Provide overall leadership and program management of process initiatives that are currently in process or those that have not been initiated.
Develop and formalize all process flows and documentation
Act as the primary interface for the department with various teams including remediation, process control etc.
Partner with business leaders to ensure processes are compliant and sustainable.
Establish overall cross-functional review rhythm for strategic objectives.
Coordinate cross-functional tactical and strategic programs including major regulatory deliverables
Lead a team of seasoned professionals.
Support business-wide initiatives as needed including but not limited to Projects, RCSA's, Business Governance etc.
Develop/maintain strong rapport with Senior Leader Clients as well as internal, key stakeholders.
Create/support highly involved team environment & drive "Employer of Choice" culture.
Provide leadership, communication, coaching and professional development to direct reports and their teams

Bachelor’s degree with 10 years of equivalent work experience in the Financial Services field
Minimum 5 years of direct recovery / operational management experience at the senior level
18 Months in SYF and 12 months in current role
Last rating at least Critical Talent and should not be on active corrective & PIP
Demonstrated success leading a team with proven track record of delivering results
Strong overall knowledge of card business including risk, collections, operations, marketing and finance with emphasis on Bankruptcy process management
Must be willing to travel up to 15% of the time.

Desired Characteristics:
Operationally broad and comprehensive understanding of Call centers with a background in Recovery process
Call Center Management experience.
Strong interpersonal and oral/written communication skills
Self-motivated and strong organizational skills
Demonstrated effective leadership skills & experience leading teams
Demonstrated ability to effectively motivate a team to achieve results
Strong positive leadership skills demonstrated through previous management and supervisory experience
Ability to manage multiple projects simultaneously with minimal supervision
Track record of sound decision-making
Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or comparable software application.

Grade/Level: 10

Job Family Group: Collections

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