VP, Process Governance - Bank Operations

Job Description:

Role Summary/Purpose:

This position within Consumer Bank Operations is vital for overseeing high-level process ownership within the organization. As the focus on improving processes, managing risks, and enhancing governance intensifies, the need for strong controls, governance oversight, and process rigor becomes paramount. The VP will play a crucial role in ensuring compliance, regulatory adherence, and quality across the spectrum of high Level 3 processes in the Consumer Bank Operations division.

Reporting directly to VP, Process Leader, the VP will collaborate on process optimization, procedural enhancements, and innovative strategies to elevate the customer service experience. This role will primarily involve overseeing process documentation, regulatory compliance, and driving business controls throughout Consumer Bank Operations. Key areas of responsibility will include:

• Leadership in overseeing and supporting high Level 3 processes

• Managing issue and remediation procedures

• Leadership and oversight of multiple projects aimed at maintaining operational compliance (reduce operational risk)

• Ownership of complaints governance and resolution

• Development and maintenance of process documentation, procedures, and job aids

The VP will be instrumental in collaborating with cross-functional teams to identify process improvements, drive operational efficiency, and ensure regulatory compliance. Proactively identifying opportunities for innovation, cost savings, and productivity enhancements will also be a critical responsibility for this role.

The ideal candidate will be a seasoned leader with a strong foundation in process control, operational excellence, and banking industry knowledge.

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:

• Lead and oversee High Level 3 processes to ensure adherence to policies and procedures

• Provide leadership for projects focused on operational compliance and risk reduction

• Establish and maintain oversight of processes related to quality metrics

• Drive transformative changes in quality structure to enhance customer and employee experiences

• Develop new processes for evaluating and strengthening the risk and control environment

• Address outstanding issues in a sustainable manner

• Design and implement comprehensive training strategies aligned with business objectives

• Manage the execution of activities designed to ensure data quality, timeliness, and accuracy of RCSA Assessments

• Manage the delivery and presentation of executive level reporting to key stakeholders across the organization

• Perform ongoing monitoring routines and assurance activities in support of the RCSA Program and the Process Universe

• Conduct cross-functional activities designed to proactively identify and effectively manage changes to the Process Universe

• Collaborate and strategically facilitate engagements with process owners and senior level stakeholders to effectively challenge process scope, process documentation, risk assessment, and risk mitigation

• Provide guidance and education for process owners and functional governance contacts regarding process governance, risk management, and effective risk mitigation

• Utilize and innovate with enterprise eGRC tool, Tableau, Power BI and other related technology to provide data insights and reporting to process owners, senior leaders, and other key stakeholders

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

Qualifications/Requirements:

• Bachelor's degree and a minimum of 4 years of experience in financial services, or equivalent experience of 6+ years in consumer banking

• Strong knowledge of Enterprise Operations Processes and Procedures

• Demonstrated ability to lead strategic initiatives, drive execution, and drive business results

• Excellent critical thinking and problem-solving skills

• Ability to lead with influence and develop actionable