VP, Hub Leader - Kansas City

Role Summary/Purpose:   This role, based at our Virtual Hub   located   in   Kansas City   is   directly responsible   for the successful operation of the   280   employee   Global Servicing Team and the service business conducted by the team in the name of the customer, partner, and other stakeholders.  This role collaborates across the entire Global Servicing hub network, and supporting functions, on building a delivering a cohesive, consistent leadership strategy that drives business metrics, service delivery, talent development, and other related key processes performed by the team.    In addition, you will collaborate with and inspire teams across all Synchrony functions that reside within the   650+ employee   Kansas City   hub, with co-accountability for the effectiveness of activities relating to achievement of an employee-centric culture, sense of engagement, the company’s community brand, and other important relationships.  To accomplish this, you will partner with internal stakeholders (i.e., Technology, Shared Services, Human Resources, Talent Development, Workforce Planning, Facilities, Business Continuity, Crisis Management and others) to create a model of collaboration that enables a best-in-class work environment.   Candidates should be   located , or willing to   relocate , to   Kansas City, MO.    Essential Responsibilities:   Guide a team of Operations Servicing Leaders to champion performance,   optimization   and automation of customer processes, and deliver best-in-class customer and/or partner experience   Own performance metrics in the hub related to work done by the Global Servicing team in handling over   1 . 3 MM   phone calls annually, including evaluation of the team(s) overall performance, and resetting of strategic direction as needed to drive results   Manage a   $ 1 5MM   annual budget that includes Global Service Delivery salaries, benefits, and all other expenses related to   operating   a team of   280   employees   Guides a team of Operations Servicing Leaders to champion performance,   optimization   and automation of customer processes, and deliver best-in-class customer and/or partner experience   Establish a culture of trust, transparency and inclusion with the   Kansas City based   employees, both within the Global Servicing team, and cooperatively across other functions   Build and executes the new standard for   Synchrony’s Way of Working   in the hub, fully engaging,   developing   and enabling our leaders of people to develop and inspire their virtual workforce to perform with excellence and grow their careers with SYF   Partner with business leaders and technology teams to   identify   and provide innovative digital servicing solutions and operational processes, and works collaboratively to adopt   new technologies   early to drive improved performance, virtual employee   engagement   and connectivity   Build and manages industry and community relationships to support benchmarking, innovation, and the SYF brand in the local marketplace   Design and enables new work models and talent strategies that balance dynamic business staffing needs and employee flexibility to reduce regrettable attrition, and creates hub specific talent and diversity strategies to   identify , develop and grow strong talent in partnership with human resources and other business leaders   Maintain and continually assess hub crisis management protocols, including safety and security, business continuity, testing, and real-time incident management;   identifies   and drives   viable   staffing and operational solutions when necessary   Evaluate and ensures overall compliance with policies and procedures including data security across hub and remote work environments   Perform other duties as assigned   Qualifications/Requirements: Bachelor's degree with a minimum of 8 years' experience in financial services, collections,   operations   or customer service call-center environment or in lieu of bachelor’s degree, minimum of 12 years' experience in financial services, collections, or customer service call-center environment   Minimum of 8 years supervisory or leadership experience of exempt and non-exempt employees in a large matrixed organization   Strong PC   proficiency   (Microsoft Suite,   including:   Word, Excel, PowerPoint, and Outlook)   Demonstrated experience analyzing, deriving meaningful insights, and communicating complex data to a variety of audiences – proficient using excel to derive insights through tools such as pivot tables and basic formulas     Strong written communication skills with the ability to create clear, concise, and well-structured employee communications to diverse audiences   Demonstrated influencing skills used to direct/persuade/influence others   Selected candidate must either be   located   today, or will   relocate   to   Kansas City, MO   Ability and flexibility to travel for business as   required   Desired Characteristics: Experience leading and engaging large teams across virtual, remote, and physical building environments   Strong project management experience developing a business or functional initiative   Deep domain   expertise   in collections, operations, consumer banking, customer service, or risk management   Experience collaborating across functions, locations, or geographies/countries to support effective execution or communication   Grade/Level: 14 The salary range for this position is 150,000.00 - 250,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance. 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. Our Way of Working : We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from h