Manager, Analytics (L 09)

Manager, Analytics (L 09)

Synchrony Financial
5-8 years
Not Specified

Job Description

Job Description:
Role Summary/Purpose:
As a member of Enterprise Customer Engagement team, you are responsible for developing / maintaining customer focused strategies while optimizing losses & expenses. The analyst will also leverage the speech analytics technology for deep dive analysis of customer behavior across operations, Recovery and collections journey and come up with strategies to improve customer experience. The analyst will play an important role in the success of the team and will partner cross functionally to support the team and business.
Essential Responsibilities:
  • Develop and support Best-in-class analytic solutions to improve customer experience by collaborating with collection / Recovery strategy teams & operations teams.
  • Analyze all aspects of Collections, Recovery and operations experience, including but not limited to, customer experience, servicing performance, key contact drivers, Performance of internal / external agencies, collector performance and NPV
  • Develop & support customer 360 strategy for collections, Recovery & operations to improve customer experience.
  • Work with cross functional groups to combine Speech Analytics finding with other data sources and complete a full root-cause analysis.
  • Communicates analytic results effectively to peers and managers.
  • Preparing project presentations for review of Senior Management.
  • Support tracking and reporting of strategy champion/challenger tests including preliminary analysis of the performance of the different strategies.
  • Support the team with data preparation and basic analytic activities to support model, strategy development and document Processes.
  • Design and conduct Ad-hoc analysis as and when required.
  • Work on multiple projects and perform other duties and/or special projects as assigned.
  • Provide analytic support on key business initiatives and develop a strong working knowledge of the data warehouse and applicable analytic data systems.
  • Work independently with stakeholders and propose insights for decision making.

  • Master's /Bachelor's Degree in Mathematics/Statistics, Operations Research, Economics, Any Engineering.
  • Minimum 5+ year's experience in Consumer Credit, with strong programming ability in SAS, SQL, Python or other programming languages.
  • Ability to decipher complex data and effectively present and communicate in a clear and concise manner
  • Advanced programming and visualization skills using tools like Tableau/BI.
  • Demonstrated reporting and data extraction experience. Experience working with large amounts of data.
  • Strong Team Player in cross-functional environment.
  • Strong written/oral communication skills.
  • Proficient in the use of Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.
  • 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)
  • Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
  • 8+ Level employees can apply

Desired Characteristics:
  • Work experience in a US financial institution or bank.
  • Work experience in Collections/Operations environment.

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