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Card Servicing Strategies Manager
Synovus
Columbus, GA, United States
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Minimum Requirements
Minimum Education:Bachelor's degree in Business Administration, Marketing or a related field, or an equivalent combination of education and experience
Minimum Experience:5 years of Consumer, Business Banking and/or Credit Card experience
Required Knowledge, Skills, & Abilities:
• Prior experience in customer facing product management and strategy development or customer service operations, support, and strategy development
• Demonstrated experience independently running initiatives at a multichannel retailer or financial services company
• Advanced experience with successfully planning, organizing, and managing programs and implementing initiatives
• Advanced experience researching, developing, defining requirements and/or strategy
Job Description
Job Summary:
Develops, implements, and continuously reviews our credit card servicing strategies across customer touchpoints to create an appealing, competitive, and differentiated experience. Improves "ease of using" Synovus credit cards by identifying process improvement opportunities. Works with the appropriate stakeholders to implement required changes. With the support of the credit card leadership team, identifies product enhancement opportunities that support the program's goals.
Job Duties and Responsibilities:
• Leverages business results, marketplace trends and consumer insights to identify improvement opportunities in customer journeys across customer touchpoints (branches, VRU, call centers, online platforms, digital tools, etc.). Uses this information to develop strategies that improve customer satisfaction and growth rates. Translates data into actionable strategies to support the credit card program's objectives.
• Actively participates in budgeting and strategic planning activities; provides input as to required capabilities and impact to balance sheet and income statement.
• Prioritizes enhancements and process improvements to achieve goals. Identifies core competencies/capabilities required to meet servicing targets. Partners with internal and external teams to ensure we have the adequate processes, tools and people to develop/maintain these capabilities. Creates roadmap to help achieve the desired target state. Supports the implementation of projects and initiatives.
• Builds and strengthens relationships with internal and external partners; identifies reporting and communication tools to ensure key stakeholders are aligned with the proposed vision.
• Maintains a strong ongoing relationship and dialogue with implementation and client-facing teams to ensure we are meeting customer expectations and that the roadmap and capabilities are clearly communicated.
• Fully leverages third-party strategic partners and their available resources to optimize results.
• Work closely with the Director, Consumer Credit Cards, the Director, Small Business Credit Cards, the Credit Card Financial Manager, and the Senior Director, Consumer & SB Credit Cards to meet program's overall goals.
• Understands key industry trends and possible impact to Synovus Card programs. Maintains and uses knowledge of the competitive environment; i.e. assesses competitive landscape, leading industry trends and market demands to improve credit card servicing tactics.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.