Synchrony adalaah perusahan kartu kredit toko terbesar di negara ini, dan anggota tetap daftar Perusahaan Terbaik untuk Bekerja versi Fortune. Perusahaan ini baru aja dapet posisi No. 1, naik dari No. 37 cuma lima tahun yang lalu, dan ini adalah tahun kesembilan berturut-turut mereka masuk daftar. Ini juga perusahaan jasa keuangan pertama yang jadi nomor satu dalam 23 tahun.
DJ Casto, kepala SDM Synchrony, punya pesan yang tajam buat para CEO yang mewajibkan kerja lima hari di kantor: kalian gak belajar apa-apa.
"Saya benar-benar kecewa sama cara mereka berbalik," katanya ke Fortune di acara Great Place to Work For All Summit di Las Vegas. Dia ngejelasin sikap itu sebagai "Lima hari di kantor, terus saya bakal periksa jam kerja dan apa yang kamu kerjain. Tapi kamu mau orang-orang termotivasi dan terlibat?"
Synchrony gak periksa jam kerja. Perusahaan, yang pekerjakan sekitar 20.000 orang di berbagai hub di Stamford, Conn., New York City, Chicago, Orlando dan Costa Mesa, Calif., pake apa yang Casto dan CEO Brian Doubles sebut "model fleksibel" — gak ada hari wajib, gak ada pelacakan kartu akses, gak ada pengawasan. Tapi anehnya, hub mereka di New York City dekat Bryant Park selalu penuh sampe karyawan kadang susah dapet tempat duduk.
"Kami gak suruh siapapun buat dateng," kata Casto. "Saya pikir kalo lo liat pesaing saya yang lain, mereka pasti punya banyak kursi kosong — dan mereka mewajibkannya."
Perusahaan jasa keuangan yang beda
Buat ngerti kenapa Synchrony bisa ngelakuin apa yang JPMorgan Chase dan Goldman Sachs gak bisa, lo harus ngerti apa sebenernya Synchrony itu.
Perusahaan ini nerbitin kartu kredit merek sendiri dan co-branded buat raksasa ritel kayak Amazon, Walmart, Lowe’s, dan PayPal, melayani sekitar 100 juta pelanggan, semua secara digital. Gak kaya bank tradisional, mereka gak punya cabang fisik. Gak ada jendela teller yg harus diisi, gak ada brankas yang dibuka, gak ada pelanggan dateng langsung yang disambut. Setiap interaksi pelanggan lewat telpon atau online, ini kasih Synchrony kebebasan yang luar biasa buat ngasih fleksibilitas jarak jauh baik ke karyawan bergaji tetap maupun pekerja pusat panggilan per jam.
Kesetaraan ini lebih radikal dari kedengarannya. Staf pusat panggilan Synchrony, yang merupakan mayoritas tenaga kerja mereka, beroperasi dengan model fleksibel yang sama kaya wakil presiden senior mereka. Kebanyakan pengaturan hybrid di perusahaan jasa keuangan lain cuma berlaku buat staf kerah putih bergaji tetap. Punya Synchrony berlaku buat semua orang.
Casto nolak anggapan kalo fleksibilitas itu cuma fasilitas karyawan kantoran, katanya ini berlaku dari pekerja garda depan paling junior sampe ke atas. Dan yang penting, model fleksibel ini gak diturunkan dari kantor eksekutif: pas Synchrony nge-survei tenaga kerja mereka, 85% karyawan bilang mereka mau pilihan kerja jarak jauh. Kebijakan ini dibuat sebagai tanggapan. Synchrony gak minta karyawan buat percaya sama perintah. Mereka menghormati perintah itu.
Latar belakang di mana Synchrony buat klaim ini adalah gelombang besar kembali ke kantor di seluruh perusahaan Amerika selama bertahun-tahun, ninggalin perusahaan ramah hybrid seperti Synchrony sebagai pengecualian. JPMorgan Chase dan Goldman Sachs udah pindah ke wajib lima hari pada 2025. Wajib empat hari di WPP memicu petisi karyawan dengan lebih dari 18.000 tanda tangan. Survei KPMG nemuin 83% CEO memperkirakan kembali penuh ke kantor dalam tiga tahun. Seorang perwakilan Synchrony bilang ke Fortune bahwa perusahaan ini liat peningkatan pelamar dari seluruh sektor jasa keuangan, termasuk bank-bank besar dan perusahaan keuangan konsumen lainnya.
‘Tes kepercayaan yang paling utama’
CEO Brian Doubles ngomong ke Fortune tentang gimana dia gak suka lingkungan jarak jauh, misalnya pas dia ambil alih posisi puncak selama pandemi di Januari 2021 — saat dia sendirian di rumah, di panggilan Zoom, dengan anjingnya duduk disamping. "Kamu tahu, kita adain pertemuan, dan dewan bilang kalo aku [jadi CEO] dan aku kayak, ‘Oke, bagus,’ tapi itu sangat anti-klimaks." Dia inget turun ke bawah dan rayain sama keluarganya nanti malem, "tapi itu bukan cara saya bayangkan." Dia bilang itu kaya tim olahraga yang menang juara tahun itu di dalam stadion kosong, rayain di depan kursi kosong.
Saat dia mulai mikirin gimana buka lagi kantor, dia benar-benar mikirin untung ruginya. "Aku tahu kalo periode dimana kita 100% jarak jauh, itu sedikit merusak budaya, kan?" Budaya itu didasarkan pada hubungan dan memecahkan masalah bersama, "dan kita masih lakuin itu, tapi gak sama."
Di saat yang sama, dia bilang dia hargai kalo orang-orang memang menikmati dipercaya untuk selesain kerjaan mereka. "Kalo lu pikir apa tes kepercayaan yang paling utama, itu benar-benar ngizinin tenaga kerja lu punya pengaturan kerja hybrid yang fleksibel," kata Doubles di panggung pas ngobrol sama Michael C. Bush, CEO Great Place to Work. "Karyawan kami bilang itu penting buat mereka. Kami dengerin itu waktu kami benar-benar jarak jauh."
Doubles jelas soal model hybrid Synchrony: gak ada perintah buat ada di kantor. Perusahaan gak ngitung waktu di kantor. Di survei Great Place to Work yang terbaru, 96% karyawan Synchrony bilang mereka punya fleksibilitas yang mereka butuhin, dan 93% bilang mereka dapet dukungan buat nyeimbangin kerja dan kehidupan pribadi. Ini dipasangin dengan budaya berkinerja tinggi dan pengukuran ketat terhadap semua metrik lain yang jadi tanggung jawab karyawan. Baik Doubles dan Casto jelasin gimana mereka pindah ke model peninjauan kinerja yang lebih sering — dari tahunan jadi setidaknya per kuartal, sering-sering bahkan bulanan atau mingguan — supaya karyawan tau persis posisi mereka. Dimana pun lu duduk di perusahaan, lu dan manajer lu tau gimana performa kalian.
"Kita semua pernah ada di tim di mana seseorang gak ngasih hasil kaya yang lain dan, kamu tahu, itu jelek buat budaya. Jadi lo harus hentiin dari awal," kata Doubles. Kalo lo biarin itu berlarut-larut, pekerja berkinerja tinggi dan bahkan menengah lo bakal liat itu dan nganggap itu gak adil.
Perubahan ini udah berarti secara finansial jug. Sejak Doubles berkomitmen untuk kerja hybrid permanen di tahun 2021, pendapatan per saham Synchrony naik hamper empat kali lipat, dari sekitar $2.27 di 2020 menjadi $9.28 di 2025. Pendapatan perusahaan juga tumbuh terus.
“Kita ukur karyawan berdasarkan hasil, dampak, dan outcome,” kata Doubles. “Apa proyek selesai tepat waktu dan sesuai budget? Apakah customer puas? Tapi kita nggak ukur waktu mereka di kantor.”
Dia jujur soal seperti apa model lama itu sebenarnya. “Waktu kita 100% di kantor, apa karyawan 100% produktif sepanjang waktu?” Doubles ingat masa-masa orang main solitaire atau belanja online, tanpa merujuk langsung budaya lama Synchrony. “Saya sama sekali nggak tertarik dengan level mikromanajemen kayak gitu,” ujarnya.
Peringkat ini didasarkan pada Trust Index Survey rahasia — diberikan langsung ke karyawan, bukan manajemen — yang mengukur kredibilitas, keadilan, rasa hormat, kebanggaan, dan kebersamaan. Perusahaan harus sudah tersertifikasi Great Place to Work dulu biar memenuhi syarat masuk daftar, jadi ini salah satu penghargaan tempat kerja yang paling susah dimanipulasi.
“Itu yang keren dari semua ini,” kata Casto. Ini bukan sistem bayar-untuk-dapat, dan kalau karyawan kontak frontlinenya jauh lebih tidak bahagia dibanding manajemen senior, perusahaan nggak bakal masuk daftar, apalagi dapat posisi atas. “Fleksibilitas beda dampaknya buat mereka,” kata Casto soal hasil survei pusat kontak. “Pertama, mereka seneng bisa kerja dari rumah. Itu financially sangat bantu mereka, dari bensin aja udah lumayan. Dan itu besar.”
Apa yang terjadi kalau harga bensin semakin naik, konflik geopolitik makin parah, ekenonom makin nggak pasti? “Itu nggak mengubah pemikiran saya sama sekali,” kata Casto. Malah, itu makin ngonfirmasi, “karena kerjaan mereka bakal semakin susah. Mereka akan dapet panggilan yang lebih berat karena ada lebih banyak kesulitan di ekosistem ini. Jadi saya perlu mereka datang dengan lebih banyak empati dan kepedulian.” Casto bilang, di New York rasanya ada “ya udah pandemi selesai, balik ke bisnis sekarang.” Dia bertanya, “Apa kita nggak belajar apa-apa?”
Meskipun semua kesulitan, kata Casto, pandemi nunjuk dunia kumpul dengan rasa kemanusiaan dan peduli, teramsuk di dunia kerja, dan dia ingin tetap jaga seperti itu, setidaknya buat Synchrony. “Bagaimana kita peduli secara mendalam pada orang-orang kita, ciptain ekosistem di luar kendali kita yang membuat mereka jadi tarif best secara personal dan profesional supaya beruasi berperforma maksimal?”
“Ini bukan menu main-main sama-sasa”
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Sejaak Doubles komit untuk kerja hybrid tetap di 2021, pendapatanper saham Synch ran y naik sekitar empat kalilipat, dari kiro-kira $2.27 di 2020 menjadi $9.28 di 2025. Pendapatan perusahaan tumbu dengan stabil.
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Read safely Ini sudah berhasil buat kita dapet posisi nomor satu di daftar Perusahaan Terbaik. “Saya nggak pernah nyangka kita bisa jadi nomor satu,” kata Doubles, sambil ngomongin “perusahaan-perusahaan ikonik” yang sekarang jadi saingannya.“Dulu, kayaknya beberapa tahun lalu saya pernah bilang sama tim senior kita, ‘Gimana kalo kita jadi tempat kerja top-10 yang bagus?’ Itu aja sih — cuma angan-angan. Dia berenti sebentar. Doubles bilang dia mungkin ngeremehin seberapa bangganya karyawan sama status ini. “Kita baru aja ngadain, lo, beberapa minggu perayaan di kantor dan rasanya, yah, keren banget. Keren banget buat diliat.