Job Description

Role Title: Portfolio Control Manager, Collection Operations (L08)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry\xe2\x80\x99s 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 #5 among India\xe2\x80\x99s Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place to Work India. We have been ranked Top 5 among India\xe2\x80\x99s Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India\xe2\x80\x99s Best Workplaces for Women in 2022.

• We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance

and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore.

Organizational Overview :

Collections Operations teams handles delinquent accounts of Synchrony customer through both Inbound/Outbound calls & is divided into Subgroups of Skip, eChat & 360. The 360 & Skip groups services delinquent accounts via calls & echat services only Inbound Chat of delinquent accounts. On every customer contact call the collectors attempt to address customer\xe2\x80\x99s concerns, queries & attempt to negotiate a payment whilst delivering ace customer experience. The Collections team for Asia is spread across Manila, Cebu & Hyderabad.

Role Summary/Purpose:

In this role, the Portfolio Control is responsible for managing a team of approximately 15 \xe2\x80\x93 20 nonexempt employees, coaching, developing, motivating and delivering correction action when necessary. Supervisory responsibilities, leadership of people in all work activities. Nature of impact by ensuring the quality of the task/services/information provided by self and others.

Key Responsibilities:

Manage and coach approximately 15 \xe2\x80\x93 20 Collectors.

Motivate Collectors to achieve standard metrics., including (but not limited to) Locate Rate, Dollars Collected per Contact, Accounts Worked per Hour, Net Rate, Dollars Collected per Hour and Promises Kept per Hour, Speed pay Rate, VOC and Quality metrics.

Recognize and reward associates on a regular basis, using both formal and informal channels.

Coach and develop collectors to improve performance and meet compliance goals.

Review and analyze employee performance statistics on a daily basis.

Address employee issues in a timely manner.

Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time.

Complete and conduct monthly and annual employee evaluations.

Manage disciplinary process as necessary.

Effectively manage communications with assigned associates through daily interaction, monthly meetings, and informal coaching.

Support the daily operations of the Department Unit.

Manage various projects as assigned.Coordinate work schedules and weekend coverage with other PCMs in the Collections department.

Work with the other PCMs in the Collections department to deliver training, schedule and manage unit meetings, and enhance processes where necessary.

Uses judgment based on practice and precedence.

Required Skills/Knowledge:

Ability to work in night shifts, weekend, holiday rotational work schedule.

Understand the criteria or mandatory skills required for the role, before applying.

Desired Characteristics:

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

Eligibility Criteria:

10+2 or Bachelor\xe2\x80\x99s degree in any discipline.

Work Timings: Flexible Shifts

For Internal Applicants:

For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.

Inform your Manager or 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)

L5 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.

L8 Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

Grade/Level: 08

Job Family Group: Collections

Synchrony