assistant Vice President, customer experienceSynchrony

Essential Responsibilities:
Ensure adherence to Customer Experience process and Call Quality Universal Procedures across multiple sites
Manage multi-site Cebu and Manila staff and team members
Calibrate and create consistency in Quality, Quality Compliance, Quality Process Requirements, VOC, FCR, NPS, Empowerment, Customer Centricity initiatives for the sites.
Calibrate and create consistency for business initiatives: (EVV, STEP, CCT, GPTW, Health 360 and others).
Maintain excellent client relationship and Review Quarterly Site Performance. Represent quality team in client meetings, monitoring sessions and ensure PH hubs are well represented in such meetings or metric related functions as necessary
Driving through Data Analysis and action plan implementation on operational performance metrics.
Responsible for Dash board creation to show tracking for operational metrics
Work with knowledge and metric process owners to support creation, implementation of business initiatives
Uphold and adhere to the ISMS policies and guidelines. Ensure that all Information security policies and guidelines are enforced and implemented. Ensure that all direct reports uphold and adhere to these policies and guidelines. To report all violations and gaps observed and institute corrective actions accordingly.
Responsible for quality and customer experience related system escalations and resolution where appropriate
Team Performance should be reviewed on a Monthly, Quarterly, Semi-Annual and Annual basis
Team Recognition (Individual & Team). Encourage team participation in Company/GPTW activities.
Responsible for Quality and CE department Hiring/Up skilling. Identify Growth and Career Grooming Plan for Team. Ensure equal Rater-Ratio allocation. Attrition Target should be below 10%
Qualifications/Requirements:
Must have completed at least twelve months (24) months tenure in current band with Synchrony Financial Global Services Philippines, Inc.
Must be currently at job level 8 or 9
Not on active CAP (formal & or final formal)
Must have passed all metrics in the past six (6) months
Good attendance record
Bachelor's degree in Management or a graduate of any 4 or 5 year course or equivalent 5 years relevant work experience.
Ability to lead, motivate and deliver feedback to others, including peers
Excellent problem solving skills / strong analytical skills
Above average organizational, facilitation and presentation skills
Above average verbal and written communication and English skills
Proven ability to meet tight deadlines
Strong PC skills including proficiency with Microsoft Office, strong MS Excel and PowerPoint skills
Flexibility and willingness to work various work schedules, including overnight, overtime, weekends, holidays, etc.
Desired Characteristics:
Experience supporting a US client base in a call center environment
Experience working with a multinational organization
Strong working knowledge of Six Sigma Strategy and/or Project Management
Strong Performance
Grade/Level: 11
Job Family Group: Customer Service Operations
Synchrony

Cebu City, Cebu
Permanent
Full-time