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VP, Complaints Program Readiness Leader

High School 6 Month

Although the job is based in Enterprise, it is a remote position that allows you to work from any location with a reliable internet connection. full time work is available at Synchrony. This job requires that you have passed High School to be considered for the position. The job listing for the VP, Complaints Program Readiness Leader position was initiated on December 4, 2023, and it will come to an end on March 2, 2024. This job opening mandates that you have 6 months of experience in the same field. The employer's lack of disclosure of salary means that you can negotiate based on the company's innovation and technological advancements.

Job Description:

Role Summary/Purpose:

The Enterprise Complaints Function is often required to engage directly with various teams in the Bank that are part of Customer Facing internal and external reviews. These reviews require a comprehensive understanding of the Enterprise Complaints environment, its people, processes, data and technology. The VP, Complaints Program Readiness Leader will be responsible for leading engagements where there is direct or indirect dependencies and deliverables resulting from Regulatory Exams, Risk Testing, Internal Audit, Model Development for the Enterprise Complaints and Customer Experience organization. In addition the leader may lead a team of exempts and non-exempts focused on Enterprise Complaints business controls.

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:

Work with the Complaints leadership team and business to ensure complete understanding of compliance requirements as they relate to business processes within Enterprise Complaints and Customer Experience

Own issue management for the enterprise complaints L2 process.

Establish and manage a team of in-function process and exam readiness resources to demonstrate program readiness

Ability to focus on audit, risk testing, identifying, analyzing and resolving compliance issues resulting from such reviews.

Support business partners by providing expert advice and influencing changes to processes, procedures, and controls to mitigate compliance risk

Ensure that legal and regulatory requirements are disseminated throughout the organization and are executed by the business consistently and correctly

Drive effective identification and management of compliance risks, provide solutions, and assist resolution

Ensure significant risks are promptly escalated to the appropriate level

Perform risk coverage activities through risk reviews and assessments to identify opportunities to reduce thematic risks; targeted compliance reviews and continuous monitoring activities

Help the business embed effective tools, systems and controls for analyzing and monitoring regulatory risks; be an expert on appropriate controls and documentation of compliance management

Establish effective relationships within the platforms and all functional areas

Lead Compliance Risk Assessment activities for Enterprise Complaints and Customer Experience

Own and report on RAS metrics

Analyze data and report on key regulatory and litigation developments and their impact on Synchrony

Support regulatory examinations and other supervisory activities

Independent Audit processes and activities performed by the Complaints Business Control Group, Complaints Root Cause Analysis Teams, Complaints Operations teams

Perform other duties and/or special projects as assigned


Bachelor's Degree and 9+ years of experience in Financial Services OR in lieu of a bachelors, equivalent 10+ years of relevant work experience in banking, financial services within the Audit, Compliance or Risk functions

Demonstrated knowledge and understanding of meeting Regulatory Requirements at organizational level

Hands-on experience with Regulatory Compliance

Demonstrated experience supporting Regulatory examinations

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Desired Characteristics:

Strong experience supporting Regulatory Examinations

Strong knowledge and understanding of relevant legislation, regulations and policies

Complaints experience

Exceptional communication skills

Ability to influence and work across a matrixed organization

Demonstrated strategic and process skills with proven ability to execute

Team player in fast‐paced, high‐energy environment

Goal oriented, self‐motivated

Understanding of business systems & processes

Grade/Level: 13

The salary range for this position is 130,000.00 - 210,000.00 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

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