Analyst, Complaint Business Systems

Job Description:

Role Title: Analyst, Complaint Business Systems- eChat (L08)

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.

• Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.

• We offer Flexibility and Choice for all employees and 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:

As part of the Enterprise Complaints Program team at Synchrony, you will support enablement of strategies to enhance the complaint product and customer experience. This role will report directly to the VP, Product Manager Complaints.

Role Summary :

As an Analyst, Complaint Business Systems, you will solicit and document business requirements for the Enterprise Complaints and Customer Experience (ECCE) organization to support product enhancements, migrations, building and executing test cases, and conducting post deployment validation checks. Supporting various ad hoc requests for ECCE projects and initiatives, including ECCE change requests and development of Power Apps to support business needs. Serve as an administrator for complaint systems and related actions.  The successful candidate will play a significant role in the Agile framework by serving as key contributor for ECCE in JIRA and JIRA Align.

 Key Responsibilities:

• Establish strong working partnerships with stakeholders, other users, and key personnel across Enterprise Complaints and Customer Experience to solicit and document requirements for product and process changes and system, taking a holistic approach and applying best practices around data visualization.

• Act as a liaison and communications conduit between the user community and the development organization, especially in regard to project status, issues, risks, other challenges, evolving requirements, and scope changes; assume a leading role on resolving outstanding issues and communicating their disposition.

• Assist the development organization in scoping, sequencing, and grouping work packages.

• Build and execute test cases against new complaint products and subsequently document defects and other results.

• Perform data validation checks between source systems and data warehouses and between data warehouses existing reports and/or new complaint products, whichever may be applicable.

• Perform data steward functions, especially around consistency and governance.

• Participate in strategic initiatives and identify downstream needs and opportunities.

• Regularly and effectively communicate with both technical and non-technical team members to glean the information you need.

• Identify process and other potential improvements and raise the same with management.

• Gain knowledge of complaint systems and Power Apps inventory to support general requests and questions about our products/reports; Educate and otherwise train users around the utilization of new complaint products.

• Provide ad hoc support in the form of functional change control, report generation, and analytical support.

• Support the inventory of products and applications, when needed, by publishing the outputs; Develop training material and videos, or other communication products.

• Serve as a key contributor for ECCE in JIRA & JIRA Align

• Perform special assignments and other duties, as required.

Qualifications/Requirements:

• Bachelor’s degree in any discipline 0-2 years' experience in a financial service, Enterprise Operations, operations, or a customer service setting or in lieu of degree additional 2+ years of experience in a financial service, Enterprise Operations, operations, or a customer service setting.

• One year of experience with TechOps Team or QA or UAT, Process Control or Process Assurance

• Workstation, IVR, ACM, Digital Apps and other Business applications across Operations, Collections, Recovery, Consumer Banking and Commercial

Desired Characteristics:

• Strong attention to detail with a high regard for quality, strong organization, and time management skills.

• Experience working with large volumes of data from multiple data sources, primarily Oracle and SQL Server.

• Excellent communication and collaboration skills; must be able to work with and communicate across many functional organizations.

• Ability to work collaboratively as well as independently.

• Knowledge of the Synchrony application landscape or, alternatively, some prior exposure to Collections or Financial Services systems.

• Prior exposure to Tableau or like data visualization tool.

• Ability to think out-of-the-box and drive positive change and improvement.

Eligibility Requirements:

• Bachelor’s degree in any discipline 0-2 years' experience in a financial service, Enterprise Operations, operations, or a customer service setting or in lieu of degree additional 2+ years of experience in a financial service, Enterprise Operations, operations, or a customer service setting.

• One year of experience with TechOps Team or QA or UAT, Process Control or Process Assurance

• Workstation, IVR, ACM, Digital Apps and other Business applications across Operations, Collections, Recovery, Consumer Banking and Commercial

Work Timings:

This role qualifies for Enhanced Flexibility and Choice 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. Please discuss this with the hiring manager for more details.

For Internal Candidates:

• 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, PIP)
• 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 opportunity

Grade/Level: 08

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