Job Description:
Role Title: Assistant Vice President (AVP), Complaints Case Inventory Management (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 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 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:
This role is a key leadership role within the Enterprise Complaint Operations pillar, a critical component of the Enterprise Complaints and Customer Experience (EC&CE) organization under Technology and Operations.
Role Summary / Purpose:
The AVP, Complaints Case Inventory Management leads and is responsible for the complaint case inventory management, driving adherence to SLA commitments across escalated and non-escalated referred complaints and Specialty Complaints allegations. This role leverages strong analytical insights and early warning metrics to monitor workload distribution, individual specialist capacity, attendance, and productivity trends, ensuring balanced case assignments aligned to skill and complexity. Managing two managers and a team of Case Manager Analysts, this leader drives dynamic case assignment and inventory oversight from intake through closure. The AVP partners closely with Operations leaders, managers, and Quality to guarantee timely initiation of investigations, effective functional outreach, prioritized review processes, and on-time case closure. Forecasting SLA risks due to capacity constraints or volume spikes, the AVP develops mitigation strategies to sustain high service standards and supports continuous improvement initiatives. This role requires strong collaboration across Corporate Consumer Relations, Specialty Complaint Team, and other cross-functional stakeholders.
Key Responsibilities:
Build and operationalize the Complaint Case Inventory Management Framework in partnership with Complaint Operations Leadership, establishing governance, risk mitigation controls (e.g., thresholds/alerts), and role-based reporting to ensure transparent case workload visibility for Specialists, Managers, and Executive Leadership.
Own end-to-end complaint case inventory management for escalated and non-escalated referred complaint cases, plus Specialty Complaints allegation cases, ensuring SLA compliance and workload balance.
Responsible for Inventory Controls such as Upper Control Limits (UCL), Case Assignment, Workload prioritization, Case Management guidelines, and all SLA controls. Analyze and monitor case inventories against SLA Controls leveraging early warning indicators and SLA dashboards to identify and escalate potential risks proactively.
Lead and develop two managers and their teams responsible for case assignment planning, inventory reporting, data integrity, and operational collaboration to sustain complaint workflow health.
Drive dynamic, rule-based case assignment strategies factoring in specialist skills, availability, attendance, leave, and case complexity to optimize workload distribution and productivity, partnership with the Workforce Planning organization.
Partner closely with Operations leadership, quality managers, and cross-functional stakeholders within Corporate Consumer Relations and Specialty Services to enable smooth case progression from intake through investigation, functional outreach, review, and closure.
Forecast SLA breaches by analyzing trends in productivity, staffing, volume inflows, and other key operational metrics, spearhead mitigation and contingency planning with relevant stakeholders.
Facilitate regular case inventory reviews and cross-functional coordination meetings to ensure transparency, prioritize high-risk or aging cases, and align resources accordingly.
Lead continuous improvement initiatives focused on enhancing case handling efficiency, prioritization frameworks, coaching, and process quality to improve overall complaint operations.
Ensure adherence to regulatory requirements, internal policies, and data integrity standards across complaint handling and reporting activities.
Manage staffing plans and leave management in coordination with Operations leaders and Workforce Planning Operations (WPO) to maintain optimal coverage and SLA fulfillment.
Required Skills/Knowledge:
Bachelor’s degree in Business, Analytics, Operations Management, or a related field; advanced degree preferred. 7+ years of experience in complaint management, operations management, and data analytics; in lieu of a bachelor’s degree, 9+ years of relevant experience in complaint management, operations management, and data analytics.
Prior case management experience required in managing inventory.
Strong analytical skills with proven experience using case management systems, and business intelligence platforms (e.g., Excel, Power BI, Tableau) to monitor case workflows, interpret complex data sets, identify trends, and translate insights into operational improvements.
Experience forecasting operational risks and developing proactive mitigation strategies, including capacity planning, attendance and leave management, and productivity optimization.
Proven ability to manage complaint case inventories, including escalated and referred cases, ideally within consumer financial services or complaint operations.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across all organizational levels including senior leadership.
Strong problem-solving aptitude with the ability to work in a fast-paced, dynamic environment while managing multiple priorities and shifting workloads.
Desired Characteristics:
Reporting and analytics background; ability to translate insights into actions and leader-ready narratives.
Detail-oriented with a strong sense of urgency to meet SLA requirements.
Hands-on leadership style with a focus on coaching and team development.
Strategic thinker with ability to balance short-term goals and long-term improvements.
Comfortable working with large datasets and driving decisions based on insights.
Adept at managing multiple priorities and shifting workloads based on business needs.
Experience within complaint servicing is a plus.
Experience with process mapping, governance cadence, and control-limit/threshold based management is preferred.
Eligibility Criteria:
Bachelor's Degree and 7+ years of experience in banking OR in lieu of a bachelors, equivalent 9+ years of relevant work experience in analytical insight, managing processes, and people in a large matrixed organization. Strong analytical and communication skills demonstrated across all levels of the business, including SLT and ELT.
Work Timings:
Should be flexible to work in night and rotational shifts, evening and weekend coverage. (Ability to work Monday to Friday 8.00 AM EST- 5.00 PM EST. These schedules are subject to change based on business needs; Employee should be flexible to work in rotational night shifts)
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 role and level are only eligible.
Employees at L9+ can only apply for this opportunity.
Grade/Level : 11
Job Family Group:
Customer Service Operations