Develop executive-ready and regulator-ready narratives by creating presentations that synthesize complex analyses into clear findings, implications, and recommended actions for internal and regulatory audiences.
Perform other duties and/or special projects as assigned, supporting enterprise priorities and emerging needs.
Detect emerging trends, anomalies, and systemic issues by conducting deep analysis of complaint data to surface risks and opportunities for product enhancement, marketing messaging, and service positioning.
Requirements
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.
experience by developing indices and integrated views using additional variables, including (but not limited to) complaint volumes, key contact drivers, channel mix, repeat contacts etc. Build and operationalize advanced analytics (e.g., NLP, clustering, supervised learning, early-warning indicators) that elevate ECCE from descriptive reporting to forward-looking intelligence.
Qualifications/Requirements: Bachelor's degree and a minimum of 6+ years of hands-on reporting and analytics
experience OR in lieu of a bachelor's degree, a High School Diploma and a minimum of 8+ years of hands-on advanced analytics experience Minimum 5+ years of
experience with proven ability to extract unstructured and structured data with strong programming ability in Python/PySpark/SAS/ScalaSpark or other big data programming language 2+years of
experience in designing and monitoring A/B testing or champion challenger strategy design. Demonstrated
experience in performing root cause analysis using Machine Learning/AI
Experience with Tableau, data warehouses or other such data Insight systems Demonstrated
experience with analyzing large structured and unstructured data using Advanced AI/ML techniques to identify critical business insights.
Experience with automating and consolidating data from multiple reporting channels ensuring sound data quality controls and checks.
Desired Characteristics: Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success.
Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.
Experience in AWS SageMaker is a plus.
Demonstrated ability to process transcripts data using advanced NLP tools & techniques viz.
Demonstrated ability to perform Exploratory Data Analysis using analytics techniques viz. classification, sampling, forecasting etc., glean and form business insights under aggressive timelines.
Eligibility Criteria Bachelor's degree and a minimum of 6+ years of hands-on reporting and analytics
experience OR in lieu of a Bachelor's Degree, a High School Diploma and a minimum of 8+ years of hands-on reporting and analytics
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 (Formal/Final Formal) L9+ Employees who have completed 18 months in the organization and 12 months in their current
Grade/Level : 11 Job Family Group: Data Analytics
Additional details
Role Title: AVP, Enterprise Complaints Analytics & Innovation (L11) 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 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.
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 Enterprise Complaint and Customer
Experience function provides operational management, governance and reporting for the Company’s complaint management procedures, ensuring consumer complaints are consistently identified across all intake channels and handled in accordance with internal policies and applicable regulatory requirements.
We turn complaint signals into action: spotting systemic journey breakdowns, partnering across the company to drive root-cause fixes, and escalating emerging regulatory, financial, and reputational risks—all while raising the bar on the customer experience.
Role Summary/Purpose: The AVP, Enterprise Complaints Analytics & Innovation is a high impact hands-on A nalytics leader responsible for building and scaling a best-in-class complaint intelligence capability .