SVP, Enterprise Complaints Program Leader

Role Summary/Purpose:

The SVP, Enterprise Complaints Programs Leader will drive the evolution of our Enterprise Complaints Program. This role will lead the design and management of the new Complaints Management System, align and deliver on a cohesive complaint strategy, ensure exam readiness and improve reporting and analytics. In addition, you will focus on complaint monitoring, root cause analysis, and program controls to deliver a consistent, efficient, and customer-focused process. 

Join us to lead a customer-focused program that drives transparency, compliance, and continuous improvement across the bank. 

Our Way of Working

We’re proud to offer you 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 will be required to commute or travel for in person engagement activities such as business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences. 

Essential Responsibilities: 

• Complaint System Management: Lead the design, development, and improvement of the Complaints Management System, driving adoption of automation and AI technologies. 

• AI & Automation Strategy: Develop strategies to move complaint capture from manual to automated processes. Integrate automation into the Intake – Research- Response of Complaint handling leveraging RPA, AI, or other techniques. 

• Complaint Program: Complaint Program: Own all facets of the Complaint Program and Strategy in areas such as the policy, complaint training content and delivery, definitions and tiering, targeted monitoring and standards for root cause and aggregation of thematic risks. Understand external trends to proactively evolve the program. 

• Complaint Strategy: Set and delivery on an effective product strategy while collaborating with the enterprise, Complaint Operations and Speech Analytics teams to deliver to internal and external requirements with consistency.  

• Complaint Capture: Oversee complaint capture processes, continuously improving tools and reducing false positives. 

• Complaint Monitoring: Guide root cause analysis and risk identification to improve complaint management effectiveness. 

• Program Initiatives: Own strategic initiatives and projects. Coordinate with teams across operations, governance, and reporting to drive program improvements. Understand and articulate interdependencies, with clear guidelines on ownership, prioritization, and outlines to keep such initiatives in play.  

• Program Readiness: Manage readiness for internal and external reviews, including deliverables and communications. Deliver on 3rd Party recommendations.  

• Quality & Controls: Ensure quality assurance, process controls, and compliance across the complaints program. 

• Analytics & Reporting: Own complaint data. Lead teams that delivery on complaint reporting, and analytics, providing insights to leadership, regulators, and committees in a timely and consistent manner. 

• Change Management: Leverage strong change management protocols to support the program, align with the change management standards for the function including clear communication and phased “test and learn” approaches. Own the execution and delivery of Program level changes 

• Enterprise Leadership: Demonstrate strong leadership by fostering a culture of collaboration across the complaints organization, guiding the team to proactively identify and break down barriers to ensure seamless cross-functional cooperation and drive collective success.    

Additional Responsibilities:

• Collaborate with cross-functional teams to standardize complaint processes. 

• Represent the complaints program with senior leaders, regulators, and external parties. 

• Serve as the key contact for regulatory exams and compliance efforts. 

• Advise on laws and best practices related to complaint handling. 

• Partner with operations to develop customer- and employee-centric strategies. 

• Lead special projects as needed. 

Qualifications/Requirements:

• Bachelor’s degree and 10+ years leading large-scale technology transformation & governance programs and experience working in governance, compliance, risk or other related field. In lieu of degree 15+ years’ experience leading large-scale technology transformation & governance programs.  

• 10+ years’ experience identifying process risks and defining key controls 

•  Experience interacting with and curating materials to support external financial regulatory agencies 

• Strong knowledge of enterprise risk management frameworks, regulatory requirements, and internal control standards. 

• Excellent interpersonal and communication skills with the ability to influence stakeholders at all organizational levels. 

• Demonstrated leadership and team management experience with the ability to lead and motivate diverse teams and influence across functions. 

• Strong strategic thinking, business acumen, and decision-making skills. 

• Experience in matrixed organizations and regulatory compliance. 

• Knowledge of banking regulations and consumer protection laws. 

• Excellent communication and relationship-building skills. 

 Desired Characteristics:

• 10 plus years of experience leading a large team of exempt and non-exempt employees in a compliance and operations environment

• Deep domain expertise and understanding of Banking regulatory requirements, experience with global consumer protection laws and regulatory expectations applicable to financial services organizations and products

• Very strong Cross-functional, cross-platform experience within a Financial Services organization

• Deep knowledge and understanding of the Synchrony Processes such as Due Diligence, Origination, Account Lifecycle, Operations, Back-office, Collections, Recovery and Suppliers

• Exceptional communication and interpersonal skills, proven ability to connect with others, building strong partnerships and driving enthusiasm internally and externally

• Strong proven process knowledge and business control expertise

• Proven success in driving customer experience in the financial services, compliance or technology area

• Demonstrated experience implementing or overseeing implementation of customer complaints management processes, including root cause analysis and reporting

• Ability to take complex initiatives or business strategies and simplify to enhance organizational and process design as well as improve execution

Grade/Level: 15

The salary range for this position is 200,000.00 - 330,000.00 USD Annual.  This position is also eligible for an Annual Incentive Plan target of 25% of salary and an Annual Equity target of 25% of salary.  

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.

Our Way of Working:

We’re proud to offer you 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 will be required to commute or travel for in person engagement activities such as business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences. 

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 an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

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. We’re proud to have an award-winning culture for all. 

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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