VP, Enterprise Capacity Planning & Forecasting

Role Summary/Purpose:The Vice President, Enterprise Capacity Planning & Forecasting will lead the modernization and enterprise integration of capacity planning and workforce recommendations across Synchrony’s Servicing, Collections & Recovery, and Complaints operations. This leader will transform current planning processes into a standardized, automated, and recommendation-driven enterprise capability—evolving from static/deterministic methods to probabilistic, scenario-based, and AI-enabled planning.The VP will deliver executive-ready insights and tradeoff analyses that connect capacity decisions to operational KPIs, customer outcomes, compliance obligations, and financial performance. This role will also establish a forward-looking roadmap to quantify and plan for the impact of automation and emerging AI capabilities (including AI agents) on future workload, productivity, skill requirements, and enterprise capacity needs.Essential Responsibilities:Own and lead enterprise-wide capacity planning and forecasting across Servicing, Collections, Recovery, and Complaints, ensuring consistent planning standards, definitions, and governance.Modernize and simplify the current delivery model through process re-design, automation, tooling, and scalable operating rhythms (weekly/monthly/quarterly planning cadences).Transition from deterministic forecasts to probabilistic forecasts and scenario planning that incorporate macroeconomic drivers, real-time operational signals, and risk ranges.Build a recommendation-driven planning model that produces clear actions (e.g., staffing changes, cross-functional redeployment, vendor/augmented staffing, overtime, training throughput adjustments) with quantified impacts and confidence ranges.Establish an enterprise framework for cross-functional resource movement, including skill segmentation, cross-training strategy, proficiency curves, and surge playbooks across lines of business.Develop capacity strategies leveraging augmented staffing (BPO/partners/temporary staffing) and flexible labor models to address demand volatility while optimizing cost and performance.Link capacity decisions to KPI optimization across servicing and collections/recovery outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income), balancing service, compliance, and cost-to-serve.Deliver executive-level analyses, decision packages, and “walk-throughs” that quantify strategic tradeoffs across service levels, operational risk, customer experience, and financial outcomes.Partner with Finance to translate operational capacity plans into financial outcomes and ensure capacity strategies align to budgets, productivity commitments, and investment roadmaps.Define and operationalize the roadmap for AI-enabled capacity planning, including opportunities for AI to automate planning steps, enhance accuracy, and improve recommendations.Quantify and incorporate the ant...