AVP, Repeat Complaint Leader

Job ID: E2401503

Job Description:

Role Summary/Purpose:

The AVP Repeat Complaint Leader will be a leader within the Complaint Operations Leadership team and will report to the VP, Escalated Complaint Leader. The AVP, Repeat Complaint Leader will lead the voice and back office strategy for Repeat Complaints and collaborate cross-functionally with several functions throughout the business, including 2LOD, to ensure opportunities for improvement to enhance the servicing of our customers. The leader will also drive reduction in all call type drivers, assist in reduce the overall repeat complaint rate, and will be responsible for reporting process opportunities and issues for resolution to further streamline processes. To successfully resolve opportunities and drive strategy, this leader will work closely with the Compliance team and partner with GSD&T, WPO, and the Enterprise Complaints Leadership team.

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:

• Lead the Repeat Complaint voice and back line strategy as well as the day to day management of Front Line Leaders and associates.
• Drive a high performance culture and ensure effective coaching to quality, productivity and other performance metrics.
• Partner cross functionally and with the Complaint Reporting and Governance function on all Individual Root Cause Analyses (IRCA) and Thematic Root Cause Analyses (TRCA).
• Identify ongoing opportunities to improve complex and Operations processes and drive down repeat escalated complaints while ensuring key data analysis and insights.
• Cross-functional partnership with process owners and 2LOD to identify opportunities to improve the customer experience in special call inquiry types.
• Instill high expectations of compliance, quality, and customer experience.
• Obtain ongoing strategy approvals and implement a continued transformative approach in a phased manner with collaboration from teams in GSD&T, WPO. Partner with HR, Finance, and Technology teams to implement strategy.
• 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.
• 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.
• Responsible for providing analysis around repeat complaint opportunities and themes identified, while partnership on solutions with various functions.
• Partner with the Corporate Consumer Relations team to streamline voice servicing and best practice handling for customers.
• Responsible for Complaint Content for training and upskills. Driving partnership with L&D to ensure digital content, YOKs/DKCs published, and Central management.
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree and 3+ years of experience in Complaints, Disputes, Compliance, or Collections/Recovery OR in lieu of a bachelor's, equivalent 3 to 5 years of relevant work experience in Complaints, Disputes, Compliance, or Collections/Recovery fraud investigations and/or customer complaints.
• 2+ years' experience or background in process management and documentation
• 1+ years of Leadership or Team Management experience
• 2 + years of experience Analyzing Large Data Sets to identify trends

Desired Characteristics:

• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint, CS Workstation, Content Navigator, and Moxie.
• Project Management experience
• Dispute process knowledge
• Complaint Experience
• Demonstrated ability to lead multiple initiatives and achieve performance goals in a heightened sensitivity environment
• Excellent relationship-building skills
• Strong financial management, analytical and leadership skills
• Effective cross-functional communication and organization skills
• High degree of flexibility and ability to anticipate and drive change
• Understanding of current and potential future regulatory requirements
• Influence and role model behaviors that will lead to a strong risk environment and culture
• Demonstrated experience Leading Strategic Development
• Experience in Operations/ Call Center environment
• Demonstrated understanding of Call Center systems, operations, and practices
• Proven ability to build and maintain strong working relationships with direct reports, peers, cross-functional leaders, and Senior Leaders
• Proven ability to identify process improvement opportunities.
• Ability to work with minimal guidance and effectively manage multiple priorities with little supervision.
• Demonstrated ability to analyze processes for improvements and recommend appropriate changes to leadership and follow the change management process.
• Demonstrated ability to lead large teams

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.
• N ew 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

Job Family Group:

Customer Service Operations