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SVP, Enterprise Complaints Program

Synchrony
Enterprise
FULL TIME
High School 6 Month

You have the opportunity to negotiate your salary with the employer since they do not disclose it. December 4, 2023 was when the job listing for SVP, Enterprise Complaints Program was published, and it will no longer be accessible after March 2, 2024. This job vacancy demands that you have successfully completed High School to apply for the position. This job is located in Enterprise, but it's a remote position that provides the flexibility to work from any location with a stable internet connection. To apply for this job, you must have gained at least 6 months of work experience in the same field.

Job Description:

Role Summary/Purpose:

Synchrony has initiated an effort to drive a strategic uplift in the capabilities and approach surrounding customer complaints by creating the Enterprise Complaints and Customer Experience Organization. As part of these efforts, a new position for an SVP, Enterprise Complaints Program is created to lead the transformation in Complaints: Product, Reporting, Insights and Governance processes supporting Synchrony ability to satisfactorily demonstrate and address compliance to internal and external requirements while delivering on world class customer experience.

The individual will lead and inspire the existing Complaints Product team of 40+ exempts responsible for establishing the product strategy for the Bank, monitoring of strategies and routines with root cause analysis, and reporting on complaint trending. In addition, this leader will be responsible for creating two new teams, the first will be focused on the quality of Complaint Data, Reporting and Insights and the second will be focused on internal and external reviews such as testing routines audit and exam readiness.

The successful candidate is a results-oriented, hands-on leader with demonstrated experience managing highly visible complex high-risk processes.

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.

Essential Responsibilities:

Through hands-on leadership set the tone for a customer-centric culture- identifying gaps in customer touch points, keenly driving enhancement opportunities, and defending the perspective of the customer

Directs oversight of complaint processes strategy across Synchrony functions and products including assessing the company’s performance related to critical to quality and critical to compliance measures

Own and where applicable partner with teams cross functionally to develop and monitor for process rigor and governance strategies that inform the Complaints program

Conduct assessments of complaints processes for compliance with applicable policies and procedures.

Drives cross functional and platform engagement with key leaders across Synchrony to complete centralization activities in the areas of complaint process standardization (across functions) complaints data analytics and insight, complaints reporting, complaints governance and complaints program capabilities.

Owns all complaint data at the Bank including the reporting to internal and external stakeholders. Leverage trending and insights from such reporting to inform the Complaints Management Subcommittee, Enterprise Risk Sub Committee and Board of Directors on complaints trending across functions, platforms and making recommendations as required

Elevates the visibility of complaints reporting and creates heightened awareness at all levels to ensure sufficient remediation.

Guide complaint program leaders to develop methods for ensuring that customer complaints management processes are effective at identifying product or process risk by leveraging strong root cause analysis, process controls and data insights.

Craft compelling strategies and long term planning in response to identifies trends/ outlying customer complaints risks.

Presents complaints activity, analysis and program updates to senior leaders and regulators and determine necessary actions to fulfill regulatory commitments

Serves as the single point of contact for regulatory exam oversight, response and preparedness and will play an integral role in building out a dedicated exam, governance, and data team to ensure program vitality.

Own curative strategies including but not limited to meeting all committed issue remediation or timelines otherwise committed to internal and external stakeholders, regulators etc.

Serves as a subject matter expert for the Enterprise Complaints and Customer Experience organization on current or changing laws, regulations, requirements, and procedures related to customer complaints.

Partners with Complaint Operations Leadership to support new supplier capabilities.

Perform other duties and/or special projects as assigned

Qualifications/Requirements:

15 plus years of Financial Services in specific areas such as compliance, remediation governance, process control, complaint management, strategy and analytics, data exception reporting, data standardization, project management, MRA management

Experience leading a large team of exempt and non-exempt employees in a compliance and operations environment

Proven ability to lead and inspire diverse teams to influence across an organization and drive cross-functional collaboration with time sensitivity and strong outcomes

Demonstrated expertise in leading critical business initiatives and resolving regulatory matters to effective closure

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Expertise and understanding of Banking regulatory requirements, experience with global consumer protection laws and regulatory expectations applicable to financial services organizations and products

Demonstrated success at accomplishing goals on complex, time sensitive deliverables

Demonstrated ability to apply strategic thought toward tactical execution

Desired Characteristics:

10 plus years of experience leading a large team of exempt and non-exempt employees in a compliance and operations environment

Deep domain expertise and understanding of Banking regulatory requirements, experience with global consumer protection laws and regulatory expectations applicable to financial services organizations and products

Very strong Cross-functional, cross-platform experience within a Financial Services organization

Deep knowledge and understanding of the Synchrony Processes such as Due Diligence, Origination, Account Lifecycle, Operations, Back-office, Collections, Recovery and Suppliers

Exceptional communication and interpersonal skills, proven ability to connect with others, building strong partnerships and driving enthusiasm internally and externally

Strong proven process knowledge and business control expertise

Proven success in driving customer experience in the financial services, compliance or technology area

Demonstrated experience implementing or overseeing implementation of customer complaints management processes, including root cause analysis and reporting

Ability to take complex initiatives or business strategies and simplify to enhance organizational and process design as well as improve execution

Grade/Level: 15

Eligibility Requirements:

You must be 18 years or older

You must have a high school diploma or equivalent

You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group: Contact Center Operations

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