VP, COP Optimization and Escalations Leader

JOB_POSTING-3-68671-16

Job Description

Role Summary/Purpose:

Reporting to the VP, Client Oversight Program Strategy and Transformation, the VP Optimization and Escalations Leader will be responsible for the creation and management of the wing-to-wing escalation process within the Merchant & Provider Performance management team. This role will create, own and lead a singular CD & Sales Governance forum inclusive of process, documentation, and communication to drive transparent changes within the governance organization, inclusive of key stakeholders across all lines of defense. In addition, they will develop and execute initiatives for our Client Oversight Program. This visible role will lead initiatives with multiple workstreams and cross functional team members to deliver exceptional value and position us to grow faster and adapt to the changing needs of Surveillance processes. The successful candidate for this role is a leader with strong communication skills, the ability to manage through influence, and prior experience managing cross-organization and functional initiatives.

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities

• Finalize strategic vision through design, approval, and build for the escalation process within the Merchant and Provider Performance management activities. This escalation process incorporates multiple levels of touch points, leadership escalation, documented outcomes, and a closed loop process for concerns, potential issues, and actions.
• Provide leadership of the Merchant and Provider Performance management escalation process. Inclusive of escalation for all platforms, across all leadership levels of the organization and initiatives impacting CD & Sales Governance Client Oversight organization
• Collaborate, develop the strategy, and technical process requirements for the delivery and launch of the escalation process within the Merchant and Provider Performance management team
• Build strategy, gain approval and deliver a comprehensive, documented, governance focused forum (inclusive of process, documentation, and communication) for changes within the CD & Sales Governance organization, ensuring comprehensive and transparent activities across all lines of defense.
• Lead and manage the on going governance, decision-making, documentation, communication, and closed loop evidence process to deliver a rapid pace escalation decision making forum for escalations.
• Understand and convey in a meaningful way insight outcomes from the escalation forum.
• Develop the strategy, collaborate on a final outcome and deliver a process to consider SYF products and processes for consideration into the Client Oversight Program. Inclusive of a formal and enhanced process to develop new or request changes to KCA (Key Control Activities). Building an in-take process to scope evaluation, analysis, prioritization, and research resulting in proposed adoption and integration.
• Establish and deploy a common project/program management processes and tools such as detailed project plans, critical path milestone tracking, cost/budget tracking, risk management, in-take management or other collaboration tools.
• Facilitate communication of project and program status spanning across CD & Sales Governance or across functions including preparation of management presentations.
• Proactively seek process improvements and foster an innovation culture; enhance our test and learn processes and quicken speed to market.
• Perform other duties or special assignments as needed.
  
  

Qualifications/Requirements

• 5 years of experience to include:
• Analytical, organizational, and decision-making responsibilities
• Demonstrated understanding of business systems and processes
• Cross functional team and program leadership experience in a matrixed organization
• Experience working in or with Governance, Regulatory, Audit, or Risk Management
• 5 years’ experience working in Client Development & Sales client eco system (inclusive of Growth, Marketing, Technology or related areas
• Excellent verbal and written communication skills with the ability to modulate content based on audience.
• Ability to work a flexible schedule
  

Desired Characteristics

• Imagination and creativity in applying/adapting best practices and learnings to new problems/needs
• Advanced knowledge of Client Development & Sales objectives, strategies, and processes
• Attention to detail and follow-up skills essential
• Deep, up-to-date knowledge of regulatory compliance in the financial services sector to drive improvements
• Excellent communication skills-interpersonal, verbal, and written
• Experience and expertise working in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to influence others to achieve team goals
• Strong compliance, audit, or control function background, with a specific understanding of key control activities/internal controls
• Demonstrated ability to independently manage multiple projects, organize workflow, and prioritize work assignments
• Strong business process mapping and MS Visio skills
• Ability to work and influence within a global matrix organization
• Self-motivated and directed
• Excellent work ethic and ability to work well with broad and diverse global teams
• Ability to gather, analyze, and summarize data clearly and concisely and report findings to senior management
  
  

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 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

Sales