AVP, Client Services Manager, Specialty Group

at Synchrony in Chicago, Illinois, United States

Job Description

Job Description:

Roles Summary/Purpose:

The principal responsibilities of the Client Services Manager will be to partner with the Relationship Managers (RM) and General Manager (GM) to execute on growth strategies, maximize top line metrics, assist with training, address customer/merchant service concerns and oversee operational needs of key Specialty clients.

+ The CSM will own a set of specialty client relationships in addition to working with RM on client initiatives and needs to increase sales volume both within their book of business and for the overall program. The CSM will leverage a consultative sales process to ensure clients utilize financing to increase sales, applications, and drive customer loyalty. Additionally, the CSM will bring the voice of the customer to the business regarding the Synchrony Financial Value Proposition and pricing competitiveness.

+ The CSM will also help the Specialty team on overall team initiatives and priorities as well as successfully partnering cross-functionally with other members of Marketing, Finance, Credit and Operations to support and deepen existing relationships with client partners.

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:

+ Establish excellent working relationships and partnerships with key Specialty clients

+ Interact with key clients to define monthly/annual sales goals, provide analysis/reporting/segmentation, and serve as the day-to-day client support

+ Participate and support RM with partner strategy sessions; facilitate and develop client reporting packages and analysis, identifying opportunities and develop action plans to meet client and business goals

+ Manage associate initiatives, project planning, execution, and ongoing dealer communications focused on acquisition, activation, usage, and retention

+ Work cross-functionally with Sales Support to resolve day-to-day escalated/ad hoc client & sales requests, 3rd party vendors, Operations, Marketing, Underwriting, Risk, Finance, Legal, and Compliance to ensure successful execution of sales initiatives in a timely manner

+ Translate ‘voice of the customer’ feedback into actionable insights

+ Support promotional planning and implementation, assist clients with cardholder issues, escalation, resolution and/or disputes, system management (ACM, pricing changes, document repository, etc.)

+ Periodically attend and conduct in-person webinars, trainings, industry/client tradeshows and client meetings critical to the Specialty team and client success

+ Collaborate with enrollment team to assist with onboarding new dealers

+ Perform other duties and/or special projects as assigned

Qualifications/Requirements:

+ Bachelor’s Degree and 2+ years’ experience in client-facing in Sales, Credit, Operations or Marketing OR in lieu of Bachelor’s degree, 5+ years’ experience client-facing experience in Sales, Credit, Operations or Marketing

+ 2+ years business experience in client facing experience in sales, marketing, client development or operations management capacity

+ 1 year+ experience managing process initiatives and projects

+ Industry experience and knowledge with fragmented dealers OR familiarity within Sewing, Home Improvement and Specialty merchants

+ Excellent analytical skills

+ Experience using Excel, PowerPoint and salesforce.com

+ Willingness to travel occasionally including some overnights and weekend

Desired Characteristics:

+ Proven track record of accountability, solid follow-up skills with the ability to deliver a high touch customer experience

+ Ability to identify new opportunities and develop alternative solutions to achieve results

+ Strong Excel & PowerPoint skills as well as reporting capabilities

+ Strong attention to detail, analytical skills & financial acumen

+ Displays high integrity and leadership

+ Effective communication, interpersonal, & organizational skills

+ Excellent cross-functional leadership

+ Demonstrated self-motivation, initiative, and strong ability to influence.

+ Highly motivated with ability to manage multiple tasks and deliver on deadlines

+ Demonstrated training experience and ability

+ Strong Experience with SYF systems including ACM, Salesforce, Business Center, Genius, Rapid, FDR, Nintex

Grade/Level: 10

The salary range for this position is 75,000.00 – 130,000.00 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.

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+ (https://www.synchronycareers.com/our-culture/#diversity) , 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