VP, Consumer Remediation Scrum Master Leader

Job Description:

Role Title :VP, Consumer Remediation Scrum Master Leader (L12)

Company Overview :

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being. 

• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview:

The Remediation COE works on remediation projects for all functions across SYF. The group is responsible for identifying impacted customers and arriving at the financial and non-financial impacts for those customers. The group follows robust processes and controls that ensure accuracy of the remediation projects.

Role Summary/Purpose:

The VP, Consumer Remediation Scrum Master Leader will lead the transformation of the Remediation team into an Agile Framework.  This leader will orchestrate and manage  the daily tactical work of the broader Functional Remediation Coordinators (FRCs) through oversight of Scrum Masters and daily Pods.  The role will ensure timely execution of all assigned remediations and escalation of remediations with schedule or quality risk. 

Key Responsibilities: 

• Accountable for portfolio level reporting that provides transparency on the status of individual remediations and aggregated metrics. 

• Develops KPIs and KRIs that demonstrate the health of the Remediation portfolio, working closely with the reporting team to produce ongoing health reporting. . 

• Responsible for quality metrics and identification of trends related to findings in Certification/Validation.  Develops response plan to prevent future findings. 

• Monitors the effectiveness of Pods within Tech Ops and provides feedback on the performance of Scrum Masters. 

• Identifies at-risk remediations, ensures effective recovery plan are developed and implemented to address issues.  

• Incorporates Agile principals into the standard operating procedures of the Tech Ops FRC team. 

• Ensures timely assignment of Remediations to Pods and efficient flow of Remediation between sprints. 

• Develops contingency plans for Scrum Masters / FRCs to ensure Remediation velocity continues when resources are unavailable for assignments (i.e. vacations). 

• Drives continuous improvement of both FRCs and Scrum Masters by identifying improvements and cascading into Pods. 

• Builds effective relationships with members of the Remediation community to create champions for the team, ensure Pod performance, and identify advocates that will overcome obstacles. 

• Provide feedback to the Remediation Leader on the performance of the Pods, the strategic roadmap for Agile adoption, and the overall maturity of the Remediation program  

Qualifications/Requirements: 

• Bachelor's degree or 5 years of experience within Financial Services working in an Agile environment with 10+ years' work experience in Financial Services and in lieu of degree 12+ years' work experience in Financial Services

• Scrum Master certification. 

• 5 years or more experience leading in an Agile environment. 

• Microsoft Office proficiency: SharePoint, Excel, PowerPoint, Word, Outlook, Teams. 

• High level of commitment, initiative, vision, and enthusiasm. 

• Expert relationship builder who expertly collaborates through verbal and written communication utilizing Microsoft Teams, Outlook OneNote, and OneDrive in a global matrixed environment. 

• Demonstrated interpersonal skills that resulted in improved team performance. 

• Demonstrated leadership with global teams. 

Desired Characteristics: 

• SAFEe Scrum Master Certified or SAFe Agilist, PMI-ACP. 

• PMP Certification. 

• Demonstrated experience presenting and consulting with Senior Leadership at the executive level. 

• Financial Services Operations and Process experience. 

• Exhibit a deep problem-solving acumen. 

• Ability to work cross-functionally with our internal and external resources. 

• Data analytics and insight capabilities. 

• Ability to work independently and with others. 

• Excellent organization, prioritization, and time management skills. 

• Demonstrated experience maturing a project management/Agile environment and experience learning and adapting to new technologies is equally valued. 

• Demonstrated ability building highly effective teams during high ambiguity. 

Eligibility criteria

Bachelor's degree or 5 years of experience within Financial Services working in an Agile environment with 10+ years' work experience in Financial Services and in lieu of degree 12+ years' work experience in Financial Services

Working Hours: 7:00 AM to 4:00 PM EST

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying

• Inform your manager and HRM before applying for any role on Workday

• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)

• Must not be any corrective action plan (First Formal/Final Formal)

• L10+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L10+ Employees can apply

Grade/Level: 12

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