AVP, Complaint Operations Specialized Processes, Specialty Complaint

Job Description:

Title: AVP, Complaint Operations Specialized Processes, Specialty Complaint & CCRP (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 Enterprise Complaints and Customer Experience (ECCE) Organization, aligned with Technology and Operations, includes the Specialty Services Group (SSG), a specialized inbound front-line team managing complex customer calls for Retail Card, Payment Solutions, and Care Credit consumers. Using targeted call routing strategies, SSG handles billing disputes, dispute updates, and repeat callers with enhanced training and tools to efficiently address inquiries and identify trends. The goal is to reduce repeat calls and escalated complaints. Additionally, the CCRP process manages intake, research, and response for escalated and non-escalated complaints, while Specialty Complaints handle investigations related to issues like Fair Lending, ADA, and UDAAP.

Role Summary/Purpose:  

The AVP Complaint Operations Specialized Processes, Specialty Complaint & CCRP leader will be a key member of the Complaint Operations Leadership team managing both voice and non-voice teams. We are seeking an experienced leader to help their team deliver exceptional customer service to resolve complaint across complex complaint call types and inquiries and ensure compliance with UDAAP, Fair Lending, and Elder and Vulnerable Adult Financial Exploitation laws for a diverse client portfolio. The AVP will play a critical role in mitigating risks by ensuring controls are executed accurately and timely while cultivating an environment of continuous learning. The role will be responsible to drive efficiencies for SYF processes, drive changes and reduce our overall repeat complaint rate, improve our NPS, and reduce escalations. This leader will lead a team of ~6 managers, 2 CESs and ~100 Corporate Consumer Relations specialists. Your primary objectives will be to provide effective leadership and execution while adhering to our Complaint handling procedures. It is important to maintain a balance between leading engaged teams and delivering on Service levels and Critical to Compliance requirements while having a strong foundation in process management to achieve our business goals and objectives.

Key Responsibilities:

• Provide leadership support to the India Complaint Operations Specialized Processes, Specialty Complaint & CCRP teams.

• Oversee the Escalated Complaints process to deliver a seamless experience for internal and external customers by removing friction, resolving complaints within SLAs, and minimizing repeat complaints through tracking key success metrics.

• Take full accountability for the overall performance of teams, ensuring appropriate metrics and controls are in place to support accountability and compliance.

• Lead, mentor, and develop SSG Front Line Leaders and their teams to consistently deliver outstanding customer service on complex and multifaceted escalated calls, including disputes, repeat callers, and merchant interactions.

• Ensure teams meet all control deadlines and maintain adherence to quality, compliance, and regulatory standards while fostering a positive, accountable, and customer-centric culture.

• Promote continuous learning, curiosity, and process improvement within teams to drive operational excellence and an enhanced customer experience.

• Lead change management initiatives and ongoing process transformations aligned with industry best practices, leveraging technology and advanced analytics to improve efficiency and risk identification.

• Analyze escalated complaints and process controls to identify defect trends, risks, and opportunities for improvement; develop actionable insights for training enhancements and risk mitigation.

• Collaborate cross-functionally with Compliance, Legal, Functional Complaint leaders, Process Owners, Supplier Managers, Training, Client teams, Surveillance, and other stakeholders to improve workflows, policies, preventative controls, and complaint handling across the enterprise.

• Host monthly calibration sessions with key stakeholders to align on complaint research, response enhancements, and compliance requirements.

• Lead high-risk complaint processes addressing critical compliance and quality measures related to UDAAP, Fair Lending, Elder and Vulnerable Adult Financial Exploitation, and other identified risks.

• Drive risk reduction and customer experience improvements by implementing robust controls, documentation, and governance in accordance with enterprise process standards.

• Provide leadership support to India Complaints Operations teams ensuring alignment and operational effectiveness.

• Perform other duties and special projects as assigned to support overall enterprise goals and complaint management excellence.

Qualifications/Requirement:

• Bachelor's Degree and 5+ years of experience in banking OR in lieu of a bachelor's, equivalent 7+ years of relevant work experience managing processes and people in large matrixed organization.

• 3+ years' experience in leading a high-risk or very-high risk process.

• Strong communication skills demonstrated across all levels of the business, including SLT and ELT.

• Strong experience in process documentation and procedures

• Experience working in close collaboration with the Legal and Compliance teams.

• Ability to effectively prioritize and work with minimal guidance.

• Demonstrated ability to analyze processes and recommend improvements through change management.

• Experience in Microsoft Office products.

Desired Characteristics: 

• Strong expertise in financial service regulatory environment.

• Ability to see and plan for the "big picture" and manage detailed processes.

• Demonstrated ability to lead multiple initiatives and achieve performance goals in a high-volume environment.

• Technical knowledge of our systems, ACM, Workstation, Fiserv (FD), and Recovery Debt Manager.

• Proven ability to solve complex problems.

• Ability to manage multiple projects concurrently and work cross-functionally with other L3 process owners.

• Highly motivated, self-starter with strong problem-solving skills and an ability to deliver multiple requests against tight deadline requirements.   

• Influence and role model behaviors that will lead to a strong risk environment and culture.

• Ability to think strategically and drive changes for simplification, alignment, and process controllership.

• Strong knowledge of compliance rules and regulations

• Goal-oriented and objective-driven Creativity and problem-solving skills     

Eligibility Criteria: 

• Bachelor's Degree and 5+ years of experience in banking OR in lieu of a bachelor's, equivalent 7+ years of relevant work experience managing processes and people in large matrixed organization.

• 3+ years' experience in leading a high-risk or very-high risk process.

• Strong communication skills demonstrated across all levels of the business, including SLT and ELT.

Work Timings:

Should be flexible to work in night and rotational shifts, evening and weekend coverage. (Ability to work Monday to Saturday 8.00 AM EST PM EST. These schedules are subject to change based on business needs; Employee should be flexible to work in rotational night shifts)

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, LPP)

• 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.

Level / Grade: 11

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