Avp, Enterprise Complaints Governance Leader (Hyderabad)

Role Title AVP Enterprise Complaints Governance Leader 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 Synchrony celebrates 52 women talent 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 As part of the Enterprise Complaints Program team at Synchrony you will lead and support enablement of process control strategies to enhance the complaint product and customer experience This role will report directly to the VP Enterprise Complaint Governance Leader Role Summary The AVP Enterprise Complaint Governance leader will be a member of the Complaint Governance Leadership team They will use their knowledge and expertise to manage a team of exempt professionals ensuring exceptional execution of preventative and detective controls and quality standards and adherence to service level agreements in a risk-based control setting The leader will report to the VP Enterprise Complaints Governance Leader serving as a key driver in the oversight and ongoing transformation of the control landscape across the Enterprise Complaints Program To successfully resolve opportunities and drive process excellence the leader will work closely with the Compliance team and partner with the Surveillance and Training organizations We re proud to offer you choice and flexibility You have the option to be remote and work from home or come into one of our offices You may be occasionally requested to commute to our nearest office for in-person engagement activities such as team meetings training and culture events Key Responsibilities Lead a team of exempt professionals by example focusing on Synchrony s purpose values team goals Ensure effective communication calibration across business leaders and within internal organization to drive process excellence and consistency This leader will also be actively involved in control builds and identification of themes and trends and provide regular updates to senior leadership and key stakeholders Provide leadership and daily supervision of team to deliver in a culture of process excellence SLA and risk-based metrics Oversight of the closed loop process and creation of a monthly leadership forum to review trends of complaints and how we drive appropriate controls to determine opportunities or changes in strategy with legal and compliance Drive team performance quality standards productivity compliance regulatory adherence Engage and collaborate cross-functionally with all business partners to self-identify and resolve process risks opportunities gaps defects Drive process improvements control enhancements and the overall reduction in defects by developing and managing preventive and detective process controls Proactively identify process defects and gaps including the identification of issues and reporting of results to process owners and key stakeholders Manage the tracking and reporting of key performance metrics risk indicators and aggregated reporting to measure effectiveness of the process and identify trends Lead transformation of key processes and how we interact with our internal senior leadership and key stakeholders to streamline and implement improved processes Support the identification and implementation of solutions for enhancements to centralized tools reporting and technology to increase efficiency and effectiveness across Complaints Governance Create enhanced reporting and oversight for the complaint handling process to demonstrate measures of success Partner with the training organization to create a best-in-class training strategy in line with regulatory requirements and industry best practices Work with Compliance Regulatory Affairs Legal Functional Complaint leaders Fair Lending Process Owners Supplier Managers Training Complaint Product Team and Client teams where appropriate Ensure all Company policies Service Level standards and Critical to Compliance measures are consistently achieved Perform other duties and or special projects as assigned Qualifications Requirements you ll need to succeed Bachelor s .