Job Description: Role Summary/Purpose:
The VP, Complaints Initiative leader will help conceptualize the complaint program strategy in collaboration with the Enterprise Complaints Leadership team with input from other functions in the Bank to drive key initiatives to deliver operational and program effectiveness by ensuring program and product governance, innovation, and transformation.
This position will manage large scale programs, supplier integrations and other strategic initiatives within the Enterprise Complaints and Customer Experience organization. Specifically, this leader will be responsible for the wing-to-wing evaluation of existing Complaint systems such as ACM (Advanced Case Management), Speech Analytics and evaluate these tools including making recommendations and implementing such recommendations to drive a strategic uplift in the Enterprise Compliant Program technology capabilities.
The individual will be responsible for Complaint technology product management and partnering with peers and senior leaders to develop metrics to measure cost benefit, prioritization of initiatives, process mapping, identifying appropriate solutions, etc. to ensure success. Partnering also includes 1st and 2nd Line, Process Governance, Supplier Management, Legal and Compliance for transformative solutions.
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:
Develop a compelling value strategy for new product and capabilities for the Enterprise Complaints Organization
Partner with Strategy and Transformation to stay in lock step with customer experience initiatives and align and where applicable collaborate with teams to ensure product strategies can be integrated into broader Synchrony strategies
Lead the Technical and Operational coordination and delivery of new complaint supplier relationships
Oversee the execution of the supplier and Synchrony implementation plan, assembles and manages the cross-functional relationships, secures resources, secures requirements, aligns approvals, coordinates testing and provides regular key stakeholder updates.
Partner with business to set goals for complaint products and vendor solutions that align to overarching business goals. Ensure goals and KPIs are measured, monitored, and met.
Develop and oversee product development plans, including gaining buy in from key stakeholders, securing the resources needed, identifying and removing roadblocks, serving as escalation point for all technology issues that might arise across functional teams in assigned workstreams.
Provide regular updates to senior leaders and other internal and external stakeholders on integration project statuses of team’s progress, key metrics and progress against plan.
Partner across Synchrony functions (i.e. Tech and Ops, Collections, Marketing, Risk, Finance, IT, ECE, Credit) to plan projects, secure resources, execute on plans and ultimately deliver on complaint program objectives.
Oversee and manage the creation and execution of project plans, risks/issues assessments, effective project change control.
Develop and manage rigorous project management and control plans, working closely with process owners, project teams, subject matter experts, project sponsors, and senior leaders/champions to ensure projects are completed on time and on budget.
Develop internal and external partnerships to identify, assess and recommend innovative and transformative complaint technology to complaint program senior leadership.
Ensure adherence of all compliance and corporate governance policies throughout the implementation.
Manage planning, alignment and engagement with third party partners and vendors.
Present complex analytical information to all level of audiences in a clear and concise manner.
Perform other special assignments as business requires. Qualifications/Requirements:
Bachelor's Degree with 10+ years of Financial Services experience OR in lieu of degree, High School Diploma/GED and 15+ years of Financial Services experience
Minimum of 7 years Product / Project Management experience that includes:
Leading large complex programs over multiple releases
A proven track record of launching new products or applications with demonstrated business impact
Proven track record of successful new product, supplier or client integration into business operations
Ability to influence and coordinate multi-functional teams
Leading cross functional teams/projects from initiation through implementation
Experience in Tech and Ops and/or customer facing processes and/or functions
Experience with the following: business writing, developing and delivering presentations, leading meetings and summarizing complex problems and projects into clear and succinct messages
Proven experience in problem solving and negotiated solutions
Proficiency in Word, Excel, PowerPoint, Visio, Wimsical, Jira, etc. Desired Characteristics:
Strong experience working in an environment requiring strict adherence of all compliance and corporate governance policies throughout implementation process
Strong Regulatory background
Experience working with partners and vendors, where negotiation skills are required
Experience working with Technology and business functions to deliver solutions
Proven experience identifying key data themes and transforming findings into actionable strategies, tactics, and solutions
Demonstrated experience building and maintaining strong relationships at multiple levels of an organization
Strong financial and/or analytical skills with a proven strength for being detail oriented
Excellent management, organizational, and prioritization skills
Strong relationship management and influencing skills to build enduring and productive alliances across matrix organizations
Demonstrated experience managing and leading large cross-functional teams in diverse geographical locations
Ability to exercise judgement and discretion to develop solutions, remove obstacles and redefine the right approach
The salary range for this position is 150,000.00 - 250,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and Seattle. 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: Customer Service Operations