Manager Surveillance (L 08)

Manager Surveillance (L 08)

Synchrony Financial
6-9 years
Not Specified

Job Description

Job Description:
Role Summary/Purpose:
You'll lead and coach a team of Surveillance Specialists. You will partner with your team developing skills that drive quality servicing. You will be directly responsible for meeting/exceeding client contractual requirements, including service standards, call quality, effective use of resources and planning areas of improvement or development.
Essential Responsibilities:

  • Act as Owners: Lead a team of 20 or more associates by encouraging team spirit, setting high standards, coaching on performance, providing feedback and conducting employee evaluations, communicating a vision and encouraging innovation

  • Champion Customers: Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences. Monitoring inquiries to improve quality minimize errors and track operative performance and build an efficient and effective team

  • Relate and Inspire: Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging

  • Elevate Every Day: Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.

  • Working with other managers to share ideas and facilitating exchange of 'Best Practices'. Identifying improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes.

  • Directly responsible for leading your team to success - driving performance management, ensuring your team is equipped to provide a positive customer/client experience.

  • Team Recognition (Individual &Team). Encourage team participation in Synchrony Financial activities. Organize team outings/activities.

  • Ensure appropriate risk for the business - ensuring your team is familiar with and understands the importance of following operating instructions including compliance requirements.

  • Inspiring and connecting with each team member - cultivating an environment of trust, teamwork and personal ownership. Partnering with each team member to understand and help support their personal development.

  • Project management - initiating, planning and executing on key business initiatives.

  • Executing performance management measures as necessary and in a timely and proactive manner.


  • Graduate in any discipline

  • Minimum 6 years of experience in finance service industry

  • Leadership experience - 1 to 2 years experience as a manager in Customer service or Collections

  • Should have knowledge of workstation and FDR

  • Flexible -Should be open to work in shifts/rotational offs.

  • 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.

  • Existing Level 5,6 & 7 are eligible to apply, will be considered for Level 8 if selected

Desired Characteristics:

  • Demonstrated ability to address diverse management issues and team responsibilities.

  • Excellent organization, prioritization, time management skills

  • Highly motivated with ability to handle a high workload in a fast-paced and challenging environment.

  • Strong analytical and highly developed communication (verbal and written) skills.

  • Ability to work with all levels across the business including senior leaders internally and with customers (or clients)

  • Excellent organizational and time management skills.

  • Proficient with MS office applications

  • Ability to lead, motivate and deliver feedback to others, including peers .

  • Flexibility and adaptability to meet business
Financial Services Operations

Job Details

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