VP, Complaints Program Readiness Leader

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

Qualifications/Requirements:

• 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

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.
• N ew 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 Diversity Networks+ , 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 age, race, color, religion, gender, 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