AVP, Growth Complaints and Issues Management

Job Description:

Role Summary/Purpose:

As a member of the Growth Governance & Excellence team, the AVP, Growth Complaints & Issues Management will work in conjunction with the Growth Issues Governance team to facilitate resolution of all customer complaints needing corrective action, reported issues/incidents and remediations across the Growth organization.

This role also serves as the primary contact and coordinator for Growth Risk Acceptances. This team member will assist in the coordination with stakeholders across the enterprise and across the lines of defense to support sustainable, highly scrutinized Complaints and Issues Management programs.

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:

• Research and respond to Growth customer complaints that originate from various sources which include but are not limited to the Consumer Financial Protection Bureau, Better Business Bureau, and the state Attorney Generals.
• Facilitate action plan development and completion to address escalated Growth customer complaints; ensure escalated complaints flow through the formal Issues Management Process.
• Conduct root cause analyses of Growth complaints and issues in order to ensure action plans, including remediation and control enhancements are properly identified and executed.
• Coordinate all Proactive Risk Acceptance & Issue Risk Acceptance activities for the Growth function including eGRC entry, tracking, reporting and cross-functional follow-up as needed.
• Assist in managing all Issues Management activities including call coordination and facilitation, tracking and reporting of findings, and the overall lifecycle of an issue from identification to eGRC entry and closure.
• Assist in managing all remediation activities including but not limited to driving timely and complete remediation of Growth issues, coordinating with Remediation Program Office, and validating issue remediation actions
• Identify process improvements to the complaints, risk assessment issues and remediation processes
• Review and respond to regulatory, Risk and Audit requests for information on Growth issues and complaints.
• Ensure compliance against all regulatory expectations relating to complaints, issues and remediation.
• Work across Growth stakeholders to drive consistent approach to complaint and issues .
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's degree OR in lieu of degree a high school diploma/GED and 5+ years of professional work experience in a regulated Financial Services organization.
• A minimum of 3 years' experience in Marketing, Issues Management, Surveillance, Governance, Compliance, or Operational Risk within a Financial Services organization.
• Analytical, organizational, and decision-making skills.
• Experience presenting ideas and recommendations to senior level audiences.
• Project Management and process improvement experience.

Desired Characteristics:

• Work experience that clearly demonstrates strong initiative and ability to succeed as an individual contributor.
• Experience working independently and cross-functionally; demonstrated ability to build strong stakeholder relationships and successfully deliver timely results.
• Strong verbal and written communication skills; demonstrated ability to communicate effectively with multiple stakeholders at all levels of the organization.
• Attention to detail and demonstrated execution skills.
• Experience working across a matrix organization.
• Strong communication skills.
• Working knowledge and experience with eGRC.
• Goal oriented, self-motivated.

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.

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
• 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).

Job Family Group:

Marketing