AVP, Specialized Complaints Analysis and Risk Identification Leader

AVP, Specialized Complaints Analysis and Risk Identification Leader

07 Dec 2024
Kansas, Merriam 00000 Merriam USA

AVP, Specialized Complaints Analysis and Risk Identification Leader

Vacancy expired!

Job Description:Role Summary/Purpose:The AVP, Specialized Complaints Analysis and Risk Identification Leader is a key leader in support of Synchrony’s Business-wide Complaints Program as well as within the Governance and Operational Excellence function. Key accountabilities will be leveraging Complaint data to identify/ manage risks and customer experience enhancements. This position will work closely with the VP Enterprise Complaints Program Leader and key stakeholders across SYF, especially, Compliance, Risk, Legal, and Internal Audit to develop processes that help identify and mitigate UDAAP and Fair Lending Risk, as well as ensure Compliance with Elder and Vulnerable Adult Financial Exploitation laws. Additionally, this leader will gain cross functional and product experience as part of their accountabilities in understanding complaints, identifying risks, and driving process and customer enhancements.Essential Responsibilities:

Lead high risk complaint processes across all Synchrony functions and products including assessing the company's performance on key Critical to Compliance (CTC) and Critical to Quality (CTQ) measures, as it pertains to Unfair, Deceptive, Abusive Acts or Practices (UDAAP), Fair Lending, Elder and Vulnerable Adult Financial Exploitation, and other risks as identified

Reduce operational risk and drive customer experience improvements across Synchrony

Lead a team of direct reports and project teams to implement and enhance controls and documentation for multiple processes with enterprise wide impact, ensuring a highly efficient impenetrable 1LOD

Drive cross-functional collaboration to ensure effective and consistent implementation of new processes throughout the enterprise

Analyze process controls related to complaints analysis to ensure proper identification of risks

Document Complaints Analysis process in accordance with Process Governance guidelines including appropriate evidence of risk analysis process and action plans

Represent the Enterprise Complaints Program during compliance tests, internal and external audits, as well as both regulatory exam and enforcement activity

Identify key factors impacting customer experiences and report results and recommendations to client teams, ELT and other members of the senior leadership team

Leverage technology to improve processes and analysis and drive efficiency

Implement risk-based trigger methodologies and other advanced analytic methods to identify risk and focus root cause analysis actions

Perform other duties and/or special projects as assigned

Qualifications/Requirements:

Bachelor's Degree and 5 plus years of experience managing processes and people in a large matrixed organization, OR in lieu of degree, 8 plus years of experience managing processes and people in a large matrixed organization

Experience working with the following: compliance, risk testing, UDAAP and Fair Lending Laws and regulations, and Elder and Vulnerable Adult Financial Exploitation

Experience working directly within: credit card industry, consumer banking industry, or other financial services institutions

Desired Characteristics

eCommerce, Payments industry, banking, marketing and customer service experience

Previous experience with end-to-end account management - client relationship building, project execution and budget management

Strategic collaborator and consensus builder

Compliance and regulatory experience

Highly-motivated, self-starter with strong problem-solving skills with an ability to deliver multiple projects/initiatives against tight deadline requirements

Experience developing reporting and performing analytics in Tableau, SAS, Python, R or other analytical software

Influential story teller in clear, concise, and credible presentations

Understanding of Speech Analytics tools and technology

Strong influencing skills

Strong communicator both orally and in writing with ability to collaborate across functions

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 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating 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 requirement).

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.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.

The salary range for this position is 70,000.00 - 150,000.00 USD AnnualSalaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.Grade/Level: 11Job Family Group:Financial Services Operations

Job Details

  • ID
    JC2998453
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    Synchrony
  • Date
    2019-12-07
  • Deadline
    2020-02-05
  • Category

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