AVP, Senior Functional Remediation Coordinator

Job Description:

Job Description

Role Title AVP, Senior Functional Remediation Coordinator (L11)

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 project

Role Summary/Purpose:

Senior Functional Remediation Coordinator  (SFRC) leads complex consumer remediations that involve multiple levels of customer harm, ambiguity, or regulatory complexity.    While SFRCs typically handle a higher proportion of complex remediation effort, they also can oversee medium and lower complexity scale remediations to ensure organization balance and efficient delivery.   This role requires decision making across multiple stakeholders, managing cross-functional collaboration and driving remediation efforts autonomously.  This role will mentor FRCs, take ownership of P1 and P2 remediations, and play a critical role in process improvement initiatives.   

Key Responsibilities: 

• Manages  a portfolio of complex and moderately complex remediations.  Works with process owners, SMEs, and Analytics to identify impacted customer populations and assess the nature and extent of harm requiring remediation. 

• Handles remediation with ambiguous or undefined paths requiring strong business process knowledge to understand possible downstream impacts necessary to design unique remediation plans, and expert-level knowledge of the remediation process. 

• Mentor and coach FRCs by sharing expertise, tools, and strategies for managing effective remediation projects 

• Manages escalations from FRCs to address urgent or significant remediation challenges.  

• Operate with high levels of autonomy, making decisions on remediation approaches, timelines, and resource allocation. 

• Partner with leadership and stakeholders to drive initiatives that optimize customer remediation methods and improve organizational efficiency. 

• May lead a Remediation Pod that is focused on the portfolio of Issues within an L2 Process.  The responsibility will involve facilitating regular business requirements discussions with L2/L3 process teams for groups of remediations related to that L2/L3 

• Partner with Analytics team to ensure proper creation of all execution files, assist in the research and resolution of accounts that have failed remediation, escalate if needed.  

• Provide regular and detailed updates on project milestones, risks, expected timelines, and resolution outcomes to key stakeholders. 

• Facilitate seamless stakeholder communication, resolve conflicts, and address escalations with confidence and tact. 

• Work closely with issue owners and functional leaders to define expectations, manage deliverables, and secure actionable commitments for remediation efforts. 

• Foster collaboration across departments such as Compliance, Legal, Operations, Growth, CD& Sales, and  Finance to ensure coordinated execution of remediation plans. 

• Identify gaps or risks in the remediation and escalate issues to relevant parties in a timely manner. 

• Perform other duties and/or special projects as assigned 

Qualifications/Requirements: 

• Bachelor's degree in a financial or business-related field 

• 3+ years Project Management experience within Financial Services. Proven ability to lead highly complex projects.  

• Minimum of 7 years' experience in a financial services industry, operations, or customer service, sales, digital servicing  setting Deep understanding of the assigned functional area and 2+ years successfully managing remediations.  in lieu of a degree 9 +years of relevant experience

• Highly effective in fostering alignment across cross-functional teams, setting expectations, and maintaining accountability.  

• Proficient with Microsoft Excel & PowerPoint 

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

Desired Characteristics: 

• Experience with Synchrony system ( FDR, Workstation, ACM, DM10, Vision Plus,  etc. ) 

• Experience working in agile environments  

• Creative problem solving skills 

• Experience with Issue management processes and procedures 

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

Eligibility criteria

Minimum of 7 years' experience in a financial services industry, operations, or customer service, sales, digital servicing  setting Deep understanding of the assigned functional area and 2+ years successfully managing remediations.  in lieu of a degree 9 +years of relevant experience.

Working Hours: 8:30 AM to 5:00 PM EST (6PM to 2:30 AM IST)

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)

• L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

• L9+ Employees can apply

Grade/Level: 11

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