Vp Complaints Operations Leader

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Role Summary/Purpose:

The VP Complaints Operations Leader will influence and lead a ~500 person organization at Synchrony. This leader will own all operational deliverables, collaborate and strategize with various teams in functions such as GSD&T, Technology, Compliance, Complaints and Speech to identify opportunities to centralize teams with unique or high velocity customer touchpoints where enhancements and transformation could improve our NPS and reduce our overall escalations or escalated and non-escalated complaints. In addition, this leader will lead the established Corporate Consumer Relations, Customer Complaints Resolution Process and the Specialized Complaints Analysis teams. Effective Leadership and execution to the Complaints Program Strategy will be a critical element of the objectives of this role while continuing to deliver to our business goals and objectives

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:

The candidate will have a proven track record of leading high or very high residual risk processes, dispersed teams with multiple operational and compliance requirements. Ideally the candidate will have the right balance to driving technology enhancements while delivering on Critical to Compliance requirements with a strong foundation in process management. Will have oversight in the following areas:

• Obtain strategy approvals and implement this transformative approach in a phased manner with collaboration from teams in GSD&T, WPO. Partner with HR, Finance, and Technology teams to implement strategy
• Set the strategic roadmap for the new escalation team including but not limited to the centralization of an organization that focuses on intake and resolution of complex customer inquiries.
• Leadership and Operational Oversight for Corporate Consumer Relations (CCR) and Customer Complaint Resolution Process (CCRP) teams as well as Specialized Complaints Analysis.
• Oversight for complaint operations across all Synchrony functions and products including assessing the company's performance on key Critical to Compliance (CTC) and Critical to Quality (CTQ) measures, as it pertains to Unfair, Deceptive, Abusive Acts or Practices (UDAAP), Fair Lending, Elder and Vulnerable Adult Financial Exploitation, and other risks as identified
• Perform other duties and/or special projects as assigned
• Identify opportunity where intake drives customers dissatisfaction and partner with Training, Operations, Front end servicing or back office teams to reduce opportunity for dissatisfaction through process enablement or optimization.
• Review current processes, determine in collaboration with technology, 2LOD and the Complaints Product Owner system opportunities and partner to enhance and improve system capabilities with the objective of delivering on program standards and expectations.
• Create and or inherit L3 Process specifically Special intake and Escalated Customer Complaints. Evaluate if additional L3 processes are warranted as part of on-going operational routines
• Lead teams that directly respond to customers, regulators, Attorneys General and other parties, crafting a solution in order to protect our brand or reputation. Oversee these responsibilities across all intake channels (i.e. Phone, Email, Social Media, Written, Complaint Portals).
• Re-evaluate established Service Levels and other Critical to Quality standards, Confirm or adjust service levels for closing or addressing customer inquiries and enhance operational rigor to meet or exceeded these established standards.
• Partner with the Complaints Product Owner to Support audits, compliance testing and surveillance for assigned processes. Track related audit action plans and ensure completion.
• Create process controls, standardize work product for call escalations and complaints, partner with Complaints Product Owner to establish benchmarks for success.

Qualifications/Requirements:

• Bachelor’s Degree in a business or finance related field; in lieu of degree 15+ years’ experience in banking, retails card or program management
• Demonstrated expertise with regulatory expectations as well as regulations and guidelines such as UDAAP, Discrimination and Fair Lending laws
• Experience with bank functions such as Operations, Customer Service, Sales, Analytics, Fraud, and/or Technology
• 10+ years of banking, retail cards, or financial services experience
• 5+ years operational leadership experience
• 5+ years process management and/or governance experience
• Demonstrated ability to lead large teams
• 5+ years interacting with Regulators on a regular basis

Desired Characteristics:

• Ability to speak and interact directly with customers, regulators, ELT/SLT
• Proven ability to lead and drive tactical execution across a team to achieve goals and objectives
• Ability to communicate/articulate outcomes and bring complaint case closure in a manner that makes the customer experience more transparent and understandable
• Proven experience handling multiple, and competing priorities across all stakeholder groups.
• Ability to “think on your feet” and understand the “complaint story” from the customer/consumer perspective and effectively document details to relay
• Influence and role model behaviors that will lead to a strong risk environment and culture

Grade/Level: 14

The salary range for this position is 150,000.00 - 250,000.00 USD Annual

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Some positions are bonus eligible.

Eligibility Requirements:

• 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 have a high school diploma or equivalent
• 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 24 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).
• You must be 18 years or older
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

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:

• 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
• 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.

Job Family Group:

Customer Service Operations