Job Description

Role Title: AVP, Enterprise Complaints Governance Leader (L11)
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
Synchrony celebrates ~52% women talent.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview:
As part of the Enterprise Complaints Program team at Synchrony, you will lead and support enablement of process control strategies to enhance the complaint product and customer experience. This role will report directly to the VP, Enterprise Complaint Governance Leader
Role Summary:
The AVP, Enterprise Complaint Governance leader will be a member of the Complaint Governance Leadership team. They will use their knowledge and expertise to manage a team of exempt professionals, ensuring exceptional execution of preventative and detective controls and quality standards and adherence to service level agreements in a risk-based control environment. The leader will report to the VP, Enterprise Complaints Governance Leader serving as a key driver in the oversight and ongoing transformation of the control landscape across the Enterprise Complaints Program. To successfully resolve opportunities and drive process excellence, the leader will work closely with the Compliance team and partner with the Surveillance and Training organizations.
We're proud to offer you choice and flexibility. You have the option to be remote and work from home or come into one of our offices. You may be occasionally requested to commute to our nearest office for in-person engagement activities such as team meetings, training, and culture events.
Key Responsibilities:
Lead a team of exempt professionals by example, focusing on Synchrony's purpose, values & team goals. Ensure effective communication & calibration across business leaders and within internal organization to drive process excellence and consistency. This leader will also be actively involved in control builds and identification of themes and trends and provide regular updates to senior leadership and key stakeholders.
Provide leadership and daily supervision of team to deliver in a culture of process excellence, SLA and risk-based metrics.
Oversight of the closed loop process and creation of a monthly leadership forum to review trends of complaints and how we drive appropriate controls to determine opportunities or changes in strategy with legal and compliance.
Drive team performance, quality standards, productivity & compliance/regulatory adherence
Engage and collaborate cross-functionally with all business partners to self-identify and resolve process risks, opportunities, gaps & defects. Drive process improvements, control enhancements, and the overall reduction in defects by developing and managing preventive and detective process controls.
Proactively identify process defects and gaps, including the identification of issues and reporting of results to process owners and key stakeholders.
Manage the tracking and reporting of key performance metrics, risk indicators, and aggregated reporting to measure effectiveness of the process and identify trends.
Lead transformation of key processes and how we interact with our internal senior leadership and key stakeholders to streamline and implement improved processes.
Support the identification and implementation of solutions for enhancements to centralized tools, reporting, and technology to increase efficiency and effectiveness across Complaints Governance.
Create enhanced reporting and oversight for the complaint handling process to demonstrate measures of success.
Partner with the training organization to create a best-in-class training strategy in line with regulatory requirements and industry best practices.
Work with Compliance, Regulatory Affairs, Legal, Functional Complaint leaders, Fair Lending, Process Owners, Supplier Managers, Training, Complaint Product Team, and Client teams where appropriate.
Ensure all Company policies, Service Level standards, and Critical to Compliance measures are consistently achieved.
Perform other duties and/or special projects as assigned.
Qualifications/Requirements you'll need to succeed:
Bachelor's degree; in lieu of degree, a minimum of 5+ years of related experience in the financial services industry or in lieu of a degree 7+ years of relevant experience.
2+ years' experience in Complaints Oversight, Compliance Risk and/or Surveillance
2+ years' experience with direct responsibility in leading a team
Demonstrated experience in process documentation and procedures
Experience transforming processes and building new strategies
Ability to work with minimal guidance and effectively manage multiple priorities with little supervision
Demonstrated ability to analyze processes for improvements and recommend appropriate changes through the change management process
Experience in Microsoft Office products.
Ability to think strategically and drive changes for simplification, alignment, and process controllership
Desired Characteristics:
Exceptional communication skills demonstrated across all levels of the business.
Ability to foster team culture of transparency, integrity and doing what is right
Experience in workflow documentation tools (Miro, Visio, Whimsical, etc.)
Technical knowledge of our systems, ACM, Workstation, Fiserv (FD), and Recovery Debt Manager.
Ability to solve complex problems
Experience in Leading teams and managing direct reports
Ability to handle multiple projects concurrently and work cross-functionally with other L3 process owners
Highly motivated, self-starter with strong problem-solving skills and an ability to deliver multiple requests against tight deadline requirements
Influence and role model behaviors that will lead to a strong risk environment and culture
Strong knowledge of compliance rules and regulations
Goal-oriented and objective-driven Creativity and problem-solving skills
Experience leading exempts a plus
Eligibility Criteria:
Bachelor's degree; in lieu of degree, a minimum of 5+ years of related experience in the financial services industry or in lieu of a degree 7+ years of relevant experience.
2+ years' experience in Complaint Oversight, Compliance Risk and/or Surveillance (How many Years of Exp in Compliance Risk/Surveillance
)
2+ years' experience with direct responsibility of leading a team
Work Timings:
Tuesday - Saturday shift from 8:00 am - 5:00 pm Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). Exceptions may apply periodically due to business needs.
For Internal Candidates:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it mandatory to upload your updated resume (Word or PDF Format)
Must not be any corrective action plan (First Formal/Final Formal, LPP)
L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are eligible to apply.
L9 + Employees can apply
Level / Grade : 11
Job Family Group: Contact Center Operations