Job Description

Role Title: AVP Process Control, Fraud and Credit Solutions (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:
Fraud and Credit Solutions team investigates and processes Lost or stolen cases. They also approve or decline credit applications with adequate due diligence and authentication. Credit line on certain accounts are not approved systematically , this team also makes manual credit line decisions as per SYF procedures.
Role Summary/Purpose:
The AVP Process Control, Fraud and Credit Solutions will drive priorities for safety and soundness across FCS organization. This role will ensure that FCS is prepared and ready for internal and external Exams. This role will also be responsible for conducting ongoing analysis of each L3 process including system controls, to identify process gaps or process improvement opportunities as well as ownership for ongoing detective and preventive control effectiveness, issue management ,process documentation and provide governance and management to drive outstanding service experience and effective FCS Operations. This role will work closely with multiple teams within the Tech & Ops function, various process owners, Compliance, Process Governance and Issue Management teams.
Key Responsibilities:
Partner and support process owner for multiple L3s under Fraud and Credit Solutions
Resolve emerging issues that fall under the associated L3 process.
Responsible for conducting ongoing analysis of each process within multiple L3s including working cross functionally to determine root cause, systematic controls, to identify process gaps or process improvement opportunities as well as remediation
Create and comply with the Process Governance COE to complete risk mitigation tools such as RAQ, PRCSA, PRC and Process Maps and obtain appropriate level of approvals.
Serve as Owner of Records Information Management (RIM) for FCS, including maintaining inventory and retention frequency for all required documents.
Collaborate on Business Continuity processes and partner with site and functional leaders on follow-up items and actions plans.
Responsible for the facilitation for creating or renewing Policies, Standards, and Procedures.
Work with FCS Strategy and Transformation for technology enhancements impacting frontline servicing processes, Workstation Testing and Shakeouts, opening IRs and approvals via BCC and Legal Tollgates
This is a front-line, hands-on, role expected to be involved in exam/audit and risk testing and driving the team to deliver the results required in timeframe expected.
Strong communication and influencing skills are required with the ability to facilitate challenging conversations with senior leadership.
Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
Bachelor's degree with 9+ years of experience in Synchrony Call Center Operations or work experience in a similar role or in lieu of a degree 11+ years of experience in Synchrony Call Center Operations or similar role.
Exposure to PRC updates and Risk testing and Internal Audit engagements
Minimum of 6 years supervisory or management experience leading teams in a matrixed organization
Knowledge of analytics and reporting tools. For, example, Tableau/BI, Python, SAS or similar reporting and analytics tools.
Experience in project management/leading projects for the business
Proven experience with partnering, collaborating and influencing across a large multilayered organization at all levels
Desired Characteristics:
Demonstrate strong risk management mindset and behavior
Experience with cross-functional collaboration and partnership across all lines of defense.
Action and detail oriented, excellent organization and prioritization skills
Independent worker with awareness of when to escalate and engage others
Proven experience executing with accuracy, on time and while dealing with ambiguity
Demonstrate commitment to continuous improvement
Eligibility Criteria :
Bachelor's degree with 9+ years of experience in Synchrony Call Center Operations or work experience in a similar role or in lieu of a degree 11+ years of experience in Synchrony Call Center Operations or similar role.
Minimum of 6 years supervisory or management experience leading teams in a matrixed organization
Work Timings : 8:00 AM ET to 5:00 PM ET
For Internal Applicants:
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 is mandatory to upload your updated resume (Word or PDF format)
Must not be any corrective action plan (Formal/Final Formal)
L9+ Employees who have completed 18 months in the organization and 12 months in their current role and level are only eligible.
Employees at L9+ are eligible to apply.
Grade/Level: 11
Job Family Group: Fraud Operations