Role Summary/Purpose:

The Estate Process Manager is responsible for being a subject matter expert of the Estate Recovery process and managing the wing-to-wing estate process; ensuring the end-to-end process is operationally sound, well-documented, and compliant with applicable local, state, and federal regulatory requirements. This role identifies process improvement opportunities, champions defect management and process controls, and ensures quality assurance and risk mitigation are maintained across the estate lifecycle.

The Estate Process Manager will partner closely with cross-functional stakeholders-Compliance, Surveillance, Business/Process Owners, Suppliers, supporting processes and internal teams to provide process guidance, respond to inquiries/complaints, and support escalations through resolution. This role also supports team education and upskilling, including identifying training needs, creating/overseeing training content, and providing ongoing process coaching.

Essential Responsibilities:

• Own the wing-to-wing daily estate process, ensuring consistent execution, strong controls, and appropriate documentation across the full workflow.
• Monitor estate processes; assess/remediate gaps based on root cause analysis and implement sustainable corrective actions.
• Identify process opportunities that improve quality, cycle time, survivor experience, and regulatory alignment; drive enhancements through change execution and stakeholder alignment.
• Establish, enhance, and maintain process controls, acting on control feedback and ensuring controls are monitored and effective.
• Drive initiatives to enhance adherence to local, state & federal regulatory compliance and deliver performance related to internal/external process changes.
• Maintain and continuously improve process documentation (procedures, job aids, workflows, control evidence, escalation paths, etc.).
• Partner with Compliance Leaders, Business Process Owners, Surveillance, Survivor support, suppliers, and other stakeholders to resolve daily inquiries/complaints and escalations, ensuring timely resolution and proper documentation.
• Support team education and training: identify training needs, create/oversee training materials, and provide ongoing coaching to upskill associates on process and control requirements.
• Lead and/or facilitate process-related meetings, providing updates on performance, quality, risk trends, root causes, and mitigation plans.
• Utilize Quality tools to proactively identify, fix, and prevent issues; drive process change to reduce inefficiency and complaints.
• Provide subject matter expertise when representing the department in projects, audits, and cross-functional discussions.
• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelors degree with a minimum of 3 years of collections recovery experience; or in Lieu of a degree, high school diploma/GED and a minimum of 5 years of collections recovery experience.
• 3+ years of estate experience or in lieu managing a like process.
• Strong PC skills including Excel, Access, Microsoft Office, PowerPoint, Visio, and Word.
• Ability to travel up to 10%.
• Ability and flexibility to travel for business as required

Desired Characteristics:

• 5+ years of process management, projects, and liaising with process improvement teams in financial services (collections, operations, or customer service).
• Experience working in a regulated business and partnering with compliance/risk stakeholders.
• Experience working with team members, cross functional partners and 3rd parties/suppliers in a global organization.
• Experience in project management or in a business analyst role
• Strong analytical/technical skills; strong oral communication, business writing, presentation, facilitation skills.
• Ability to influence and build strong relationships with stakeholders.
• Strong oral communication, business writing, presentation, and facilitation
• Proven ability to develop and deliver presentations to groups while evoking understanding.
• Proven time management/organizational skills.
• Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or comparable software application.
• Ability to influence and build strong relationships with stakeholders

Grade/Level: 09

The salary range for this position is 60,000.00 - 112,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

#syfcon

Our Way of Working:

We're proud to offer you 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. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Eligibility Requirements:

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).

Job Family Group:
Collections