Job Description:

Role Summary/Purpose:

 The SVP, Global Operations Training Leader will set the vision and drive the transformation of our global operations training activities including call center and back-office teams including customer service, collections, fraud, deposit operations, echat, and complaints. You will proactively work with key stakeholders across the business to support the organization’s goals, drive efficiencies and digitization, and cultivate a continuous learning culture for our global operations teams.

In this role, you will deploy new technologies and learning modalities to shorten the learning curve and time to proficiency of all new hire trainees, measure and support their initial and ongoing success through various learning methods, and continuously and proactively re-imagining and re-designing best in class learning experiences keeping pace with our evolving Way of Working, regulatory environment, and external market trends.

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

Lead and inspire a global team of ~150 training professionals passionate about developing a highly skilled associate workforce
Forge new industry relationships and leverage external benchmarking to help reimagine global learning and development in a hybrid, global training environment
Deploy new technologies that will enhance training effectiveness, reduce new learner time to proficiency and provide just in time upskilling of experienced agents and leaders 
Identify opportunities to maximize flexibility for our employees by offering virtual learnings, while creating targeted in-person opportunities to promote engagement, interaction with peers and enhanced training effectiveness / retention
Establish a robust learning content management and change control process to keep functional and professional skills materials current and accessible.
Create a best-in-class global training COE that supports new hire associates to the point of proficiency and beyond
Develop robust measures of success for learners throughout their training journey
Additional projects, tasks, duties as assigned

Qualifications/Requirements:

10+ years’ experience leading and developing teams including virtual and geographically dispersed
10+ years’ experience leading in a contact center environment
Experience creating and delivering functional and leadership development content
Experience developing and leading global processes
Ability to effectively lead projects and execute strategic initiatives
Experience working in a regulatory sensitive environment
Proven use of analytical and problem-solving skills to effectively build learning strategies
Excellent communication and influencing skills, inspiring leader able to motivate at all levels in an organization
Experience with responsibility and oversight of a financial budget

Desired Characteristics:

Experience and expertise leading learning in a hybrid environment
Experience in the financial services industry, particularly as it relates to operational management and/or training
Knowledge and demonstrated curiosity of how to leverage emerging technologies - including machine learning, AI, natural language processing within this environment
Experience developing and delivering hybrid learning content to virtual learning base
Experience with measuring and assessing effectiveness across different mediums

Grade/Level: 15

The salary range for this position is 200,000.00 - 330,000.00 USD Annual. This position is also eligible for an Annual Incentive Plan target of 25% of salary and an Annual Equity target of 25% of salary.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:

Contact Center Operations

SVP, Global Operations Training Leader

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