AVP, Enterprise Complaints Analytics & Innovation (L10)

Location: Hyderabad IN, Remote Northern Region IN, Remote Southern Region IN, Remote Western Region IN, Remote Central Region IN, Remote Eastern Region IN

Time Type: Full time

Job Description

Job Description:

Role Title: AVP, Enterprise Complaints Analytics & Innovation (L10)

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.

• We 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:

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 analytics leader who converts complaint data into early-warning intelligence and customer experience breakthroughs. This role identifies emerging themes, risks, and opportunities across Synchrony’s products, features, services, and strategies by applying advanced analytics to large volumes of structured and unstructured data.

You’ll partner closely with business and functional leaders to ensure insights don’t stop at “interesting”—they become actionable interventions that strengthen controls, mitigate risk, and improve outcomes for customers.

Essential Responsibilities:

• Own analytics initiatives end-to-end—from scoping and hypothesis development to delivery—solving complex business problems with advanced analytics.

• Detect emerging complaint patterns and thematic risks using both structured and unstructured data to surface leading indicators before they become enterprise issues.

• Operate as a strategic connector, collaborating across ECCE, L3 process owners, and key partners (Product, Ops, Risk, Compliance, Legal, Marketing) to shape priorities and drive execution.

• Deliver with rigor and speed, ensuring timelines, accuracy, governance, and compliance through disciplined project management.

• Elevate the team from reporting to insight, building a culture where analytics drives decisions—not dashboards alone.

• Strengthen, document, and automate dashboards and controls that monitor complaint performance and the complaint-product ecosystem.

Qualifications/Requirements:

• Bachelor’s degree in any discipline with 4+ years of analytics experience in a financial services or in lieu of degree, minimum of 6+ years of analytics experience in a financial services.

• 3-6 years of hands-on Experience in SAS / Python with ability to independently perform EDA (Exploratory Data Analysis).

• 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

• 2+ years of experience in Tableau Visualizations, and data driven story telling to senior leadership

• Comprehend key concepts & processes in the Bank influencing Customer journey and Complaint operations - translate them into quantitative attributes /metrics.

• Ability to define problem solving methodology, present insights to larger teams and influence decision making

• Advanced proficiency in MS-Excel, MS-PowerPoint.

• Good understanding of credit card industry financial P&L drivers and key sensitivities

• Strong written/oral communication & stakeholder management skills

• Proven ability to independently deliver Analytical solutions for Business problems.

Desired Characteristics:

• Ability to effectively prioritize and manage multiple projects concurrently with commitment to deadlines

• Functional data knowledge of disputes, fraud, credit risk, marketing, digital.

• Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.

• Results-oriented; ready to challenge the status quo for continuous improvement.

Eligibility Criteria:

Bachelor’s degree in any discipline with 4+ years of analytics experience in a financial services or in lieu of degree, minimum of 6+ years of analytics experience in a financial services.

Work Timings: 2PM - 11PM IST

This role qualifies for Enhanced Flexibility 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)

We are proud to offer flexibility at Synchrony. 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,LPP)

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

• L08+ Employees can apply

Grade/Level: 10

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