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Synchrony Kansas City Call Center Leader in SHAWNEE MISSION, Kansas

Job Description:

Role Summary/Purpose:

The Kansas City Call Center Leader is a Vice President that will report directly to the respective Senior Vice President, Regional Servicing Leader. In this role, you will lead and inspire the teams within your call center of approximately 900 employees. 85% of our employees are non-exempt employees and 15% exempt employees. This role collaborates on the strategy and drives Business Metrics, Diversity, Culture, Talent Development, Talent Engagement, Community Brand and Partnership, and Key processes in the site.

You will partner with internal stakeholders (i.e., Human Resources, Talent Development, Workforce Planning, Technology, Facilities, Business Continuity, Crisis Management and others) to create an environment that enables a best-in-class work environment with parity whether Virtual or In-person within the region.

This role requires COVID-19 vaccination unless you are granted a medical, religious or state law accommodation/exemption .

Essential Responsibilities:

  • Holds overall responsibility for establishing a culture of trust, transparency, and inclusion in the site

  • Builds and executes the new standard for SYF Works in the site, fully engaging, developing, and enabling our leaders of people to develop and inspire their virtual workforce to perform with excellence and grow their careers with SYF

  • Owns contractual service level agreements and performance metrics in the hub, evaluates overall performance, resetting strategic direction as needed to drive results.

  • Guides a team of operations leaders to champion optimization and automation of customer processes, delivering best-in-class customer experience

  • Partners with business leaders and technology teams to identify and provide innovative digital servicing solutions and operational processes

  • Build industry relationships to support benchmarking and innovation and build SYF brand in the marketplace

  • Adopts new technologies early to drive improved virtual employee engagement and connectivity

  • Designs and enables new work models and talent strategies that balance dynamic business staffing needs and employee flexibility to reduce regrettable attrition

  • Identify viable outsourced solutions for essential processes performed in the site

  • Creates site specific talent and diversity strategies to identify, develop and grow strong talent in partnership with human resources and other business leaders

  • Establishes effective cost management, staffing and performance management strategies in-order-to achieve financial goals for the site

  • Evaluates and ensures overall compliance with policies and procedures including data security across site and remote work environments

  • Assesses site crisis management including safety and security, business continuity, testing, and real-time incident management; identifies and drives viable staffing and operational solutions when necessary

  • Build Synchrony brand by living our values in our local communities across the site

  • Perform other duties as assigned as a part of day-to-day responsibilities

Qualifications/Requirements:

  • Bachelor's degree with and a minimum of 8yrs experience in financial services, customer service, collections, or banking industry.

  • A minimum of 8yrs demonstrated experience leading large cross functional teams, presenting complex analytics in a simple manner and experience with developing communication and diplomacy skills used to direct and influence others.

  • A minimum of 8yrs experience in Call Center Management

  • A minimum of 8yrs Experience leading Exempt and Non-Exempt employees

  • Successful candidate must reside or relocate to the Kansas City area

Desired Characteristics:

  • Strong project management skills with a concentration of lead planning and development of a business or functional initiative

  • Proven ability to lead and engage teams in a remote environment

  • Strong analytical skills and deep domain expertise in collections, risk management or operations

  • Global mindset; experience in Customer Service and Global Banking.

  • Strong PC proficiency (Microsoft Suite, including: Teams, Word, Excel, PowerPoint, and Outlook) or comparable software applications.

  • Retail Finance lending experience.

Eligibility Requirements:

  • You must be 18 years or older

  • You must have a high school diploma or equivalent

  • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

  • You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

  • New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance requirement).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

  • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

  • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

The salary range for this position is 115,000.00 - 230,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Grade/Level: 14

Job Family Group:

Financial Services Operations

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