VP, Process Governance - Bank Operations

Job Description:

Role Summary/Purpose:

This position within Consumer Bank Operations is vital for overseeing high-level process ownership within the organization. As the focus on improving processes, managing risks, and enhancing governance intensifies, the need for strong controls, governance oversight, and process rigor becomes paramount. The VP will play a crucial role in ensuring compliance, regulatory adherence, and quality across the spectrum of high Level 3 processes in the Consumer Bank Operations division.

Reporting directly to VP, Process Leader, the VP will collaborate on process optimization, procedural enhancements, and innovative strategies to elevate the customer service experience. This role will primarily involve overseeing process documentation, regulatory compliance, and driving business controls throughout Consumer Bank Operations. Key areas of responsibility will include:

• Leadership in overseeing and supporting high Level 3 processes

• Managing issue and remediation procedures

• Leadership and oversight of multiple projects aimed at maintaining operational compliance (reduce operational risk)

• Ownership of complaints governance and resolution

• Development and maintenance of process documentation, procedures, and job aids

The VP will be instrumental in collaborating with cross-functional teams to identify process improvements, drive operational efficiency, and ensure regulatory compliance. Proactively identifying opportunities for innovation, cost savings, and productivity enhancements will also be a critical responsibility for this role.

The ideal candidate will be a seasoned leader with a strong foundation in process control, operational excellence, and banking industry knowledge.

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:

• Lead and oversee High Level 3 processes to ensure adherence to policies and procedures

• Provide leadership for projects focused on operational compliance and risk reduction

• Establish and maintain oversight of processes related to quality metrics

• Drive transformative changes in quality structure to enhance customer and employee experiences

• Develop new processes for evaluating and strengthening the risk and control environment

• Address outstanding issues in a sustainable manner

• Design and implement comprehensive training strategies aligned with business objectives

• Manage the execution of activities designed to ensure data quality, timeliness, and accuracy of RCSA Assessments

• Manage the delivery and presentation of executive level reporting to key stakeholders across the organization

• Perform ongoing monitoring routines and assurance activities in support of the RCSA Program and the Process Universe

• Conduct cross-functional activities designed to proactively identify and effectively manage changes to the Process Universe

• Collaborate and strategically facilitate engagements with process owners and senior level stakeholders to effectively challenge process scope, process documentation, risk assessment, and risk mitigation

• Provide guidance and education for process owners and functional governance contacts regarding process governance, risk management, and effective risk mitigation

• Utilize and innovate with enterprise eGRC tool, Tableau, Power BI and other related technology to provide data insights and reporting to process owners, senior leaders, and other key stakeholders

• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor's degree and a minimum of 4 years of experience in financial services, or equivalent experience of 6 years in consumer banking

• Strong knowledge of Enterprise Operations Processes and Procedures

• Demonstrated ability to lead strategic initiatives, drive execution, and drive business results

• Excellent critical thinking and problem-solving skills

• Ability to lead with influence and develop actionable plans

Desired Characteristics:

• Strong relationship-building and influencing skills across various stakeholders

• Excellent project management, reporting, and execution abilities

• Collaborative leadership style adaptable to a matrixed organizational structure

• Proven experience in driving innovative cost-saving solutions and process improvements

• Change management experience with a focus on simplification and process innovation

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

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