VP, HR - Customer Service

Role Summary/Purpose:

The VP, Human Resources , Customer Service will lead a team to support the primary business clients across the US and partner globally with IN and PH based teams. This individual will act as a business partner on servicing initiatives including driving critical thinking for our key priorities - Strategic Workforce Planning, Career & Skill Development, HR Operational Excellence, Employee Experience and Engagement, and Performance Management. This role will work closely with HR teams globally who have a connection point with operational servicing to drive connections across global servicing.

Essential Responsibilities:

• Lead the US Hub HR team to ensure alignment and implementation of business and HR strategies, policies, and programs, and create and deliver effective HR solutions for complex, strategic business challenges .
• Partner with managers of people to provide strategic direction and delivery related to organizational design, recruiting, succession management, talent management and development, employee relations matters, resource planning, compensation and benefits, and performance management.
• Partner with leaders to promote a great culture in support of Synchrony’s V alues, our Way of Working and help ensure meaningful engagement plans are developed and executed .
• Act as an ‘agent of change’ and drive culture shifts to meet longer term business goals, strategies, and cost targets.
• Manage employee relationships on a proactive basis and provide input to our Employee Relations and Labor Strategies
• Facilitate the identification and management of High Potential individuals and identifying training, education and development needs and providing appropriate solutions tailored to meet the needs of individual businesses.
• Provide input into assessments on current and future employee potential; support the completion of Talent Reviews and succession plans; identify and be aware of potential Talent at all levels of the organization.
• Identify key human resource needs and partners with leaders and HR peers to provide a full complement of services to the organization.
• Monitor adherence to all relevant Human Resource-related policies and practices.
• Rigorously manage HR compliance in accordance with applicable employment laws, state and government regulations and Synchrony policies and procedures.
• Execute/translate US HR policies and procedures.
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's degree and m inimum 8+ years of increasing HR Business Partner experience – in lieu of a degree, 12+ years of increasing HR Leadership experience.
• Past or current experience supporting multiple executive level clients, exempt and non-exempt employees .
• Past or current experience directly managing or providing oversight and guidance to HR Generalists .
• Past or current experience supporting a geographically diverse, matrixed client group.

Desired Characteristics:

• Demonstrated strength in coaching, employee relations and conflict resolution .
• Proven experience as an effective business partner for senior levels .
• Experience within financial services and/or customer service organizations.
• A minimum of 2 years’ experience working with remote/virtual teams .
• Excellent verbal and written communication, interpersonal, organizational, and multi-tasking skills.
• Past or current experience supporting multiple executive level clients .
• Experience with regulations such as OFCCP audits, EEOC (Equal Employment Opportunity Commission) Complaints and resolutions and AAP reporting.
• Master's degree in human resources or Business-Related Field .
• Strong influence and change management skills .
• Demonstrated ability to drive HR processes and to deliver high quality HR services in a fast paced , high change environment .

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 home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

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 an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

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. We’re proud to have an award-winning culture for all.

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 View phone number on click.appcast.io. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group: