AVP, Corporate Affairs-Frontline Communication

Synchrony

2d•Hybrid

About The Position

Synchrony's frontline associates are the voice of our brand — the people who show up for customers every day across customer service, collections, fraud, customer solutions, frontline employee experience and complaints operations. This role exists to make sure those associates feel informed, connected, and clear on what matters and why. The AVP, Frontline Communications is a communications partner and channel strategist embedded within Synchrony's global Corporate Affairs team. Based in India and working closely with Operations leaders across the U.S. and Asia, this person helps translate enterprise priorities into messages and context that supports our frontline teams, while building the systems to deliver them consistently. The ideal candidate will bring the communications expertise, the content craft, and the channel discipline that makes our communications better. They are a relationship-builder and trusted partner who can also bring rigor to how communications are delivered and measured for impact.

Requirements

Bachelor’s degree with 5+ years or in lieu of degree 7+ years of relevant experience.
Experience in financial services, fintech, or a regulated industry where communications must balance transparency, compliance, and engagement.
Familiarity with BPO, shared services, or large-scale contact center environments — organizations where frontline reach is a real operational challenge, not an afterthought.
Experience contributing to or operating a communications intake or prioritization function.

Nice To Haves

5-7 years of internal or employee communications experience, ideally with meaningful exposure to frontline, hourly, or contact center associate populations. You know this audience and have adapted your approach for them.
Exceptional writing and content development across formats — from leadership messages and manager guides to town hall scripts and digital content, delivering work that’s clear, simple, and built for the reader.
A demonstrated ability to advise and influence senior leaders, bringing a communications point of view to the table and can make the case for a different approach when the situation calls for it.
Change management communications experience.
Comfort working across time zones in a matrixed, global operating model. You are effective with U.S.-based stakeholders without needing to be in the room and can work asynchronously. You also understand how communication lands differently across geographies.
A structured, disciplined approach to managing intake, prioritization, and multiple workstreams simultaneously — without losing the quality or craft of the output.
Fluency in using digital communication channels with a distributed workforce. This includes comfort using AI and automation tools responsibly to accelerate drafting, editing, summarization, and content repurposing, with sound judgment on approvals and accuracy.
Curiosity in (and enthusiasm for) using new tools and technologies to support development, testing and measurement of communications.
Hands-on experience with SharePoint/intranet publishing (building pages, structuring content, maintaining hubs) and comfort working in enterprise content management workflows.
Confidence and knowledge to deliver strong facilitation and production support for town halls and leader forums (run-of-show, scripting, speaker prep, Q&A management, and post-event comms).
Working knowledge of measurement and optimization for employee communications (analytics, testing, and insight-driven iteration).

Responsibilities

Partner with Operations leaders across customer service, collections, fraud, customer solutions, frontline employee experience and complaints to develop and deliver communications that reach frontline leaders and contact center agents. Understand the audience, the channels, and what it takes to cut through in a high-volume environment.
Translate enterprise messaging and leadership priorities into clear, agent-ready communications that drive understanding and action.
Write and edit frontline ready content optimized for speed, clarity, and action.
Build and manage a stakeholder plan with Enterprise Operations leadership, including audience segmentation and channel strategy.
Operate and support the execution of the “frontline channel ecosystem” (e.g., email, intranet/SharePoint, digital signage, chat tools, knowledge base, workforce tools, etc.), helping to define what goes where, posting standards, and publishing cadence so associates get fewer, clearer messages.
Build and maintain SharePoint/intranet pages for frontline audiences (content layout, navigation, basic page design, and ongoing updates), keeping critical information current and easy to find.
Play a support role for select, leader-owned town halls (and large group meetings), partnering (but not owning) to build meeting agenda/run-of-show and partnering with leaders on message framing, Q&A prep, and follow-ups.
Support change management communications for high-impact Operations initiatives: frontline experience updates, policy changes, Great Place to Work programs, and new measurement tools.
Build and maintain frontline leader communication guides and toolkits that enable frontline managers to cascade key messages with consistency and confidence.
Play a key supporting role in the annual Tech&Ops Conference (U.S. and Asia), including partnering with the broader Corporate Affairs team and Operations leadership on content development, speaker preparation, and onsite execution.
For larger scale projects/priorities/change initiatives, create content packages (core messages, manager talking points, FAQs, etc.) so teams and leaders can deliver information consistently.
Define and track frontline comms KPIs (reach, open/click, page engagement, attendance, comprehension signals, repeat-contact drivers) and translate insights into channel and content adjustments.
Use modern tooling (including AI-assisted drafting/summarization, readability tuning, etc.) within company guardrails to speed production and improve consistency, without compromising voice, accuracy, or compliance.
Support broader Corporate Affairs and enterprise employee communications priorities as needed, especially in ensuring messaging and priorities are translated for frontline audiences.