SVP, Enterprise Complaints Program Leader

Synchrony•Olde West Chester, OH

About The Position

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. 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.

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.
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.

Nice To Haves

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

Responsibilities

Lead the design, development, and improvement of the Complaints Management System, driving adoption of automation and AI technologies.
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.
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.
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.
Oversee complaint capture processes, continuously improving tools and reducing false positives.
Guide root cause analysis and risk identification to improve complaint management effectiveness.
Own strategic initiatives and projects.
Coordinate with teams across operations, governance, and reporting to drive program improvements.
Manage readiness for internal and external reviews, including deliverables and communications.
Ensure quality assurance, process controls, and compliance across the complaints program.
Lead teams that delivery on complaint reporting, and analytics, providing insights to leadership, regulators, and committees in a timely and consistent manner.
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.
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.
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.