VP, Client Initiatives - Digital Platform

Job Description:

Role Summary/Purpose:

The VP, Client Initiatives role, supporting the Digital Platform, is a multi-faceted experience that spans across execution of priorities, management of operational governance, engagement and communication across portfolio teams and strong alignment of strategic plans with the enterprise direction.  In this role, the VP of Client Initiatives will be accountable for multiple communication objectives, manage content for SLT review and provide management support across the Platform.  The VP, Client Initiatives will have regular access and communication with senior leaders of our Platform.

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:

• Support SVP, Client Initiatives in managing various activities across Digital Platform.  Activities will range from supporting operating rhythms, attending process/product/channel steering committees, management of governance subject areas including process ownership and collaboration on any ad hoc requests in support of the Platform SLT.

• Serve as a representative for the Platform in prioritization products, features and capabilities; understand the customer experience lifecycle to best determine where our Platform will benefit or be impacted from decisions made.  Facilitate and manage all Digital Platform teams submissions for change management (aka common intake).  Be ready to influence decisions within the Enterprise.

• Partner with various cross-functional technology teams in enabling prioritization of resources and understanding and communicating key roadblocks to delivery/implementation to Digital Platform SLT

• Engage and align with key cross-Platform and cross-functional SMEs to understand plans for key Client, TechOps and Product Management imperatives.  With a One SYF mindset, seek out opportunities for changes that can apply across the enterprise for best scalability.

• Lead research and data collection regularly of open and active issues affecting Compliance and Risk requirements across the Platform.  Partner with portfolio and functional teams to understand challenges in detecting, resolving and remediating issues. Own, manage and report out to SLT the summary level view of all Platform issues.  Identify and share opportunities for process improvements to the Enterprise Process Governance team.

• Align with portfolio and functional teams to ensure mechanisms are defined to develop testing, documentation and controls to eliminate reoccurrence of issues once resolved. 

• Develop and execute content for monthly, quarterly and annual events and communications.  Produce quarterly town hall content for hybrid audience. 

• Support development of OCC presentations, annual strategic planning and budgeting submissions, monthly Initiatives Watch List and monthly Compliance and Risk issues tracking dashboards.

• Partner with Sales Process Governance and Analytics teams to identify improvement opportunities for reporting out issue governance data in a more effective and productive matter.  Engage in early testing of new methodologies and process automation.

• Provide support across the Platform for strategic growth initiatives and business imperatives. Engage with Client portfolio teams regularly to capture questions, sentiment, suggestions for access to leaders, direction and communication points. 

• As a stakeholder and liaison, monitor and communicate changes and updates to procedural changes related to strategic company initiatives.  Coordinate with Analytics for regular monitoring of customer impact.

• Maintain relationship with Go-to-Market organization and communicate platform goals and objectives to them and influence/facilitate prioritization

• Engage with various teams to bring together best practice sharing and hub activities for Digital Platform team.  Align with SLT and HR for employee engagement and GPTW ideas

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree or, in lieu of a degree, a high school diploma and 10 years of equivalent work experience in the Financial Services field

• 7+ years leadership experience in financial services to include:

  • 5+