VP, Remediation Operations Governance & Transformation

Job Description:

Role Summary/Purpose:

As our Operations Governance & Transformation Leader, you will play a critical, high-impact role at the intersection of operational excellence and organizational enablement. You will be responsible for driving end-to-end process improvement and transformation initiatives while establishing the strong governance foundation required for sustainable success across the enterprise remediation function.   This role is accountable for maintaining procedures and guidelines, and for ensuring strong workflow management that promotes consistent process adherence. You will proactively identify and implement efficiency opportunities by leveraging feedback insights, monitoring performance, and leading impactful change management initiatives. You will lead the charge on root cause analysis, sharing results with key leaders to enable effective upstream process corrections and lasting improvements. Play a key leadership role in establishing a culture of continuous improvement, empowerment, and innovation by encouraging new approaches and ongoing learning across remediation operations

Our Way of Working

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:

• Maintain remediation procedures, workflows, and guidelines, ensuring consistent process adherence and alignment across the organization.

• Drive continuous improvement, operational efficiency, and transformative change across key business processes, ensuring successful delivery of critical initiatives.

• Define, track, and refine key performance indicators (KPIs) and key risk indicators (KRIs) to measure the effectiveness and success of remediation activities.

• Lead root cause analysis efforts, sharing findings with key leaders to drive upstream process corrections and lasting improvements.

• Define, monitor, and analyze KPIs/KRIs to track performance, inform decision-making, and continuously refine operations.

• Lead the change management process, ensuring new initiatives and optimized processes are successfully adopted across teams.

• Organize and facilitate regular tollgate meetings, working groups, and stakeholder forums to drive alignment, monitor progress, and gather feedback.

• Develop effective and compelling meeting materials—such as presentations, dashboards, and summaries—that clearly communicate key messages, convey a transparent story, and drive stakeholder understanding and engagement.

• Develop and deliver robust training programs and enablement materials that empower staff, foster professional development, and support lasting operational improvements.

• Foster a culture of continuous improvement, empowerment, and innovation by encouraging new approaches and ongoing learning throughout remediation operations.

• Collaborate with key stakeholders and executive leadership to ensure alignment on process enhancements and governance standards across the organization

• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor’s degree in Business Management, Operations, or related discipline with 7+ years of consumer servicing leadership experience; in lieu of degree, minimum of 11+ years of experience in consumer servicing leadership

• 8+ years of experience leading large strategic initiatives and transformative projects

• 5+ years of experience in a heavily regulated financial services environment

• Experience in risk management, internal audit, compliance, or similar control environment

• Proven ability to lead employees across multiple locations and operations and work in a matrix-type organization.

• Ability to travel up to 10% of the time, if needed.

Desired Characteristics:

• Remediation Experience

• Experience with control & risk frameworks 

• In-Depth experience working with Regulatory Requirements

• Experience working in an Agile environment

• Ability to deal with complexity and ambiguity and help teams set direction and resolve conflicts

• Action