Role Title : Manager, Complaint Process Quality ControlCompany 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 Ambition Box 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 support enablement of process control strategies to enhance the complaint product and customer experience. This role will report directly to the AVP, Enterprise Complaint Governance LeaderRole Summary:The Manager, Complaint Process Quality Control will be responsible for 1LoD control maintenance and control execution for the Enterprise Complaints Program and interchange between controls as needed. They will drive quality standards and partner cross-functionally to improve control design, execution, effectiveness, and care for any identified control gaps. Additionally, this individual will partner with the program leader to develop and maintain strong process governance and operating rhythms that drive rigor and visibility to emerging concerns, and facilitate complaint calibration sessions with the business and 2LoD. This manager will also support and develop documentation and controls needed to meet new and existing complaint engagements.This individual is curious and highly motivated, with experience in governance and controls, regulatory standards, and senior leader engagement. This individual has a passion for understanding the tactical building blocks of an end to end process, documentation and an eye for detail.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:Foster an effective control environment for the Enterprise Complaint Program by creating and executing preventative and detective control activities, job aids, dashboards and other documentation.Ensure that complaint process controls, governing documents and responses conform to regulatory requirements, CTCs and meet quality standards.Identify defects within responses and investigations and make appropriate corrections to case documentation and consumer responses; timely escalation of cases needing additional researchAssess, consult and document new and existing complaint process through change control managementAppropriately and diligently escalate potential risks and opportunities of the program and/or the business which includes AIT and Merchant Provider.Provide timely and accurate closed loop feedback to drive a culture of process excellence, SLA and risk based metrics.Oversee process and risk management activities, including Process, Risk and Control Self-Assessments, Change Control, Record Information Management, Business Impact Analysis and updates to Complaints governing documentation.Engage with Enterprise Quality Assurance and Surveillance teams to support control development and process governance.Facilitate calibration sessions on complaint control results in teams across the organization.Assist in training new team members.Perform other duties and/or special projects as assigned.Qualifications/Requirements you'll need to succeed:Minimum of 4 years of prior experience in financial industry, fintech and or banking or in lieu of a degree 6+ years of relevant experience.2+ years’ experience in Client Affairs, Disputes, Fraud, Complaints Risk and/or SurveillanceDemonstrated strong experience in process documentation and proceduresSoftware Skills (Excel, Word, PowerPoint)Experience in workflow documentation tools (Miro, Visio, Whimsical, etc)Experience in process governance, complaint management or functional surveillanceEligibility Criteria:Minimum of 4 years of prior experience in financial industry, fintech and or banking or in lieu of a degree 6+ years of relevant experience.Desired Characteristics:Strong experience in Complaints or DisputesExperience with Debt Manager v10 (DM10)Experience writing Job AidesExperience in Process Governance, Complaint Management, or Functional SurveillanceIn-depth experience with Power BI, Power App, or SharePointDemonstrated strong experience in process documentation and proceduresCompliance and regulatory experienceStrong skills in supporting projects through timely execution. Able to work autonomouslyDemonstrate a passion for being part of a fast paced, high impacting, and sensational team cultureMeticulous attention to detail in document creation and editing; proficiency in producing accurate and well-structured documentation; strong ability to proofread and revise content for clarity and consistencyHighly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple projects/initiatives against tight deadline requirementsStrong communicator with ability to collaborate across functionsWork Timings:There are multiple openings for each of the following schedules Monday – Friday shifts and Tuesday – Saturday shifts from 8:00 am – 5:00 pm Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more details.Internal Candidates:Understand the criteria or mandatory skills required for the role, before applyingInform your manager and HRM before applying for any role on WorkdayEnsure that your professional profile is updated (fields such as education, prior experience, other skills) and it mandatory to upload your updated resume (Word or PDF Format)Must not be any corrective action plan (First Formal/Final Formal)L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are eligible to apply.L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are eligible to apply.Grade/Job Level: 9Job Family Group: Customer Service Operations
