Job Description:

Role Summary/Purpose:

As a member of the Growth Engagement & Excellence team, this role coordinates issue management projects and is responsible for oversight and facilitation of all reported incidents and issues within the Growth function. The role serves as the primary liaison between the 2nd Line of Defense and the Growth function to deliver on a robust Issues Management program. In addition, this role has responsibility for developing reporting for emerging issues and assisting with issues trending analysis for all levels of management, including but not limited to the Growth Senior Leadership team. This person will coordinate across the issues management and drive issues through to closure while obtaining all required documentation, approvals and manage the project to meet required deadlines.

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:

• Manage activities pertaining to Issues Management including call coordination to track and report accurate descriptions, root cause analysis, action plans, while driving issues and incidents to closure.

• Design and implement process enhancements to promote efficiency and standardization including: templates, workflows, job aids, quality assurance, validation methods, strategies and documentation

• Communicate with tact and diplomacy to influence decisions and gain buy in with various levels of leadership on a regular basis.

• Design and implement process enhancements to promote efficiency and standardization including: templates, job aids, quality assurance, validation methods, strategies and documentation

• Partner with Process Owners, 2 Line of Defense, Legal, and the Remediation COE in establishing procedures and resolution requirements to ensure accurate and timely delivery with regulatory and compliance standards maintained.

• Provide quality assurance via validation activities related to issues including identification of defects, assisting in investigation, solution and escalation.

• Assist in development of dashboard communications to provide project statuses, timing and financial impacts.

• Facilitate reviews and audits with regulators, and 2nd and 3rd line of defense as necessary

• Manage select issues within the Analytics process that require specific Growth knowledge and remediation efforts.

• Work closely with VP, Growth Issues Management to develop/maintain reports to be used for Leadership updates including status updates, trend analysis, and RCA.

• Partner with Enterprise Risk and respond to reviews/requests on Growth Issues to maintain compliance with the Issue Management RM27 procedure 

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree. In lieu of a degree, 8 years of risk management, compliance, and/or direct process management experience in the financial services industry

• Minimum of 3 years of risk management, compliance, and/or direct process management experience in a financial services industry

• Proficient with Microsoft Excel & PowerPoint

Desired Characteristics:

• Project Management skills and creative problem solving skills

• Demonstrated experience working across a matrixed organization.

• Working knowledge of various tools and platforms to include use and design of workflows and libraries

• Demonstrated organization and time management skills

• Excellent interpersonal, analytical, organizational, written and verbal communication skills.

• Ability to make decisions based on quantitative analysis and creative thinking

• Ability to handle sensitive issues with uncompromising integrity and confidentiality

• Understanding of Growth processes and experience in systems such as eGRC and First Data.

• Goal oriented, self-motivated and ability to work independently with moderate guidance and instruction.

• Demonstrated strategic and process skills with proven ability to execute.

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.

• 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 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: