Job Description:

Role Summary/Purpose:

The AVP, Corporate Consumer Relations leader will be a key member of the Complaint Operations Leadership team. They will utilize their expertise to manage the oversight of Escalated Complaints. In your role, you will collaborate with various teams to enhance our intake, research, and response to drive efficiencies for SYF processes, reduce our overall repeat complaint rate, improve our NPS, and reduce escalations. This leader will lead a team of 4 managers and ~80 Corporate Consumer Relations specialists. Your primary objectives will be to provide effective leadership and execution while adhering to our Complaint handling procedures. It is important to maintain a balance between leading engaged teams and delivering on Critical to Compliance requirements while having a strong foundation in process management to achieve our business goals and objectives.

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Oversee our Escalated complaint process and ensure it provides the best experience for our internal and external customers. Remove friction from the process and ensure we track key measurements of success to minimize repeat complaints.

• Ensure we resolve complaints within our established SLAs and are staffed appropriately to manage the volume of complaints.

• Drive accountability with performance to ensure our complaint-handling process is best in class.

• Drive change management and continued process transformation to align with industry best practices.

• Provide leadership guidance, coaching, development and performance management for a team of managers and specialists.

• Promote engagement across teams and hub events to grow connections

• Analyze escalated complaints and understand defect trends to determine process improvements to strengthen the training of the Corporate Consumer Response team.

• Create and execute communications and training strategies/plans to mitigate change risk.

• Transform how we engage with our functional business groups and Rules of Engagement. Engage and collaborate cross-functionally with all business partners to self-identify and resolve process risks, opportunities, gaps & defects. Drive improvements, enhancements, and an overall reduction in defects by managing, preventing, and detective process controls.

• Host monthly calibration sessions with attendees, including compliance, complaint operations, process owners, compliance, and other stakeholders, to identify opportunities for research and response to complaints.

• Work with Compliance, Legal, Functional Complaint leaders, Process Owners, Supplier Managers, Training, and Client teams where appropriate for research to elevate our handling of customer complaints.

• Enhance our control environment by developing detective and preventative controls and partnership with the Surveillance team and the Complaint Product Business Control Group.

• Provide leadership support to the Asia Escalated Complaints team.

• Responsible for the performance of the Escalated Complaints process, ensuring the right metrics are in place for accountability.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree and 5 years of experience in banking OR in lieu of a bachelors, equivalent 8 years of relevant work experience managing processes and people in a large matrixed organization Strong communication skills demonstrated across all levels of the business, including SLT and ELT.

• Strong experience in process documentation and procedures

• Experience working in close collaboration with the Legal and Compliance teams

• Ability to effectively prioritize and work with minimal guidance.

• Demonstrated ability to analyze processes and recommend improvements through change management.

• 3 years’ experience in leading a high-risk or very-high risk process

• 3 years’ experience of people leadership experience

• Experience in Microsoft Office products.

Desired Characteristics:

• Strong expertise in financial service regulatory environment.

• Ability to see and plan for the "big picture" and manage detailed processes.

• Demonstrated ability to lead multiple initiatives and achieve performance goals in a high-volume environment.

• Technical knowledge of our systems, ACM, Workstation, Fiserv (FD), and Recovery Debt Manager.

• Proven ability to solve complex problems

• Ability to handle multiple projects concurrently and work cross-functionally with other L3 process owners

• Highly motivated, self-starter with strong problem-solving skills and an ability to deliver multiple requests against tight deadline requirements

• Influence and role model behaviors that will lead to a strong risk environment and culture

• Ability to think strategically and drive changes for simplification, alignment, and process controllership

• Strong knowledge of compliance rules and regulations

• Goal-oriented and objective-driven Creativity and problem-solving skills

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 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 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

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