212 Bfsi Jobs in Hyderabad / Secunderabad

Job Description:

Role Title: Manager, Analytics - Customer Insights (L09)

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:

Our Analytics organization comprises of data analysts who focus on enabling strategies to enhance customer and partner experience and optimize business performance through data management and development of full stack descriptive to prescriptive analytics solutions using cutting edge technologies thereby enabling business growth

Role Summary/Purpose:

Manager, Analytics - Customer Insights (Individual Contributor) will be part of Decision Management - SYF Growth in India Analytics Hub (IAH), rolling up to Synchrony India. The candidate will be responsible for project management of enterprise-wide Voice of Customer initiatives, generating critical insights into Customer Experience enhancement at the journey and experience levels and to deliver high-visibility and high-impact projects, working in close collaboration with IAH and US Analytics teams to help solve key business problems with solutions that are powered by VOC data and analytics. This candidate will also support data gathering, reporting and process controls related to the Voice of Customer feedback process. Candidate will work on various business initiatives that contribute to Synchrony s growth and customer experience objectives by working with cross-functional teams across Enterprise Operations and leverage state of the art tools (viz. , SAS BI, Verint, Qualtrics, etc. ) to plan and execute projects.

Key Responsibilities:

• Work in Agile environment and work on complex project execution across cross-functional teams (Analytics, Data Mgmt, IT, InfoSec, Tech Acct Mgrs, etc. )

• Manage design, execution and testing of surveys for multiple customer feedback and servicing platforms

• Support design and testing of digital platform intercepts, partnering with cross-functional resources including TechOps, IT, Reporting and others

• Support wing-to-wing survey programming, testing and execution of surveys for new products, experiences and platforms

• Facilitate synthesis of customer feedback with internal/external data to derive insights into customer needs

• Manage strong vendor relationships including sourcing, and third party partnerships

• Collaboration with data warehouse, data lake and file management teams to ensure accuracy and completeness of VOC data

• Perform other duties and/or special projects as assigned

• Active participation in analytics projects assigned from scoping to delivery and solve business problems through basic to advanced analytics

• Work hands-on to derive insights from data and/or automate critical processes using analytical techniques, tools, software and provide actionable recommendations to enable effective decision making and reduce cycle time, as appropriate

• Deliver projects, adhering to expected timelines, accuracy & compliance with meticulous project management

• Contribute to internal initiatives, perform other duties and/or special projects, as assigned

• Manage accuracy of survey-related VDN set up

• Creation of executive level reporting and insights, including Monthly Trackers

• Partner with EO reporting team to ensure accurate and timely delivery of data, reporting, coding and insights

• Program and test surveys in vendor survey platform(s)

• Partner with Coding team develop and fine tune text categories tools to support Customer Insights

• Participate in evaluation of new survey / customer feedback platform

• Ensure VOC process requirements in place site-level inquiry handling

• Provide VOC process support across all service touchpoints and survey channels

• Back up resource for new client integrations for customer insight logistics

• Maintain and monitor VOC process controls, including Do Not Call, PCI files, etc.

• Interface with Call Center Operations teams to resolve closed loop feedback requirements / hot alerts

Required Skills/Knowledge:

• Degree in Statistics, Mathematics, Economics, Engineering, or any other quantitative streams with 2+ years of analytics experience to include: 1+ years in project/process management and 1+ years of hands-on relevant analytics experience. Proven success leading complex projects through to execution/implementation and in lieu of a degree 4+ years of relevant analytics experience.

• Hands-on experience in SQL/SAS/Python or any other programming language experience with an ability to generate insight and process automation

• Experience with Tableau

• Experience in using project management tools

• Experience leveraging operating systems / multiple data sources

• Strong written/oral communication skills

• Experience with Microsoft Office Suite: Word, Excel, Outlook, and PowerPoint

• Good understanding of USA credit business market

• Able to work remotely, with minimal direction

• Strong Team Player in cross-functional environment

• Ability to generate innovative ideas and work on them which would have significant business impact

• Advanced working knowledge in MS-Excel (including Excel Macros) and MS-PowerPoint with superior data analyses and story boarding skills

Desired Skills/Knowledge:

• 1+ years of analytics experience in Financial Services and Banking domain

• Good working knowledge in SQL/SAS/Python or any other programming language experience

• Able to work with minimal direction but not afraid to ask questions when appropriate

• Strong Team Player in cross-functional environment

• Ability to effectively manage tasks and projects with competing priorities

• Strong verbal and written communication skills; Ability to make presentations to all levels of the organization; ability to write commentary and clearly communicate

Eligibility Criteria:

Degree in Statistics, Mathematics, Economics, Engineering, or any other quantitative streams with 2+ years of analytics experience to include: 1+ years in project/process management and 1+ years of hands-on relevant analytics experience. Proven success leading complex projects through to execution/implementation and in lieu of a degree 4+ years of relevant analytics experience.

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 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 (First Formal/Final Formal, PIP)

• L4 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.

• L04+ Employees can apply

Grade/Level: 09

Job Family Group:

Data Analytics