Role Summary/Purpose:

The VP Insights and Data Governance role is responsible for leading multiple functions/work streams/ teams to deliver diverse set of initiatives to provide key drivers and analysis on entire suite of servicing across SYF portfolio and operational insights influencing the performance. The leader will combine deep knowledge of financial services, operations and collections domain expertise and advanced analytics to optimize decision making, influence business/functional strategy, and engagement with SYF customers. The role will utilize analytical, strategic and influencing skills to create analytical framework using predictive modeling techniques including data lake and big data.

The VP is a thought leader in the team, asking questions and proposing ideas to test new concepts. The VP initiates and leads these projects, working closely with stakeholders throughout the process, from initial discussions to execution and performance measurement within established rigor.

Essential Responsibilities:

• Develop visionary and holistic insights and analytics to match SYF's brand and values by leveraging performance drivers and operational insights
• Deliver portfolio performance drivers including impact to the customer experience, cost/efficiency and operational insights. Partnering with Enterprise Servicing, Collections, Forecasting/Capacity planning and WPO on the performance, associate and customer impact and operational efficiencies
• Providing leadership including ELT members centralized view on the congruence of underlying macro, portfolio dynamics, operational performance and its impact on delinquency performance in a clear and succinct manner
• Leverage data analytics to develop, design and back test performance drivers to leverage trends in the forecast.
• Plan/Create and Implement one source of truth on insights across enterprise servicing/collections and operational solutions
• Lead ideation and adoption of best in class methodologies, processes, tools and infrastructure to enhance understanding underlying performance drivers
• Complete regular benchmarking and actively participate in industry groups. Stay abreast of macro environment and industry trends to identify opportunities and risks.
• Use structured problem solving while coming to logical conclusions to troubleshoot, identify root cause, develop action plans and impact
• Enable self-service analytics and unified reporting platforms for servicing leaders and teams.
• Evangelize data literacy and foster an enterprise-wide culture of data-driven decision making.
• Incorporate new data elements such as NPS, customer journey analytics, complaints, customer preferences and other non-traditional data sources/channels to develop portfolio performance monitoring
• Provide thought leadership in the areas of strategy and data analytics to the team through utilization of data lake, machine learning, data mining and operational expertise
• Strong background in successful communication with Senior Leadership teams in a clear, concise manner
• Develop and lead the data governance strategy for servicing functions, ensuring data quality, consistency, security, and compliance.
• Establish data stewardship and ownership practices, collaborating with stakeholders to define data standards, policies, and protocols for enterprise servicing systems.
• Design and implement data quality monitoring, metadata management, and data lineage solutions to increase trust and transparency in servicing-related data.
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree in Business, Operations, Analytics or related field; Or in lieu of Degree, 14+ years of progressive experience at the leadership level in the areas of Financial Services, Customer Service, and Enterprise Operations
• Minimum of 10+ years of progressive experience at the leadership level in the areas of Financial Services, Customer Service, and Enterprise Operations
• Ability to demonstrate strong leadership across organizational levels & functions, execution of key business priorities, and process improvement contributions with a strong focus in innovation leadership
• Ability to travel up to 30% as needed to work across SYF functions and engage with employee teams/leaders including potential international travel
• Ability and flexibility to travel for business as required

Desired Characteristics:

• Strong background in Financial Services Operations
• Process design and heavy change management experience, demonstrated ability to lead from concept to practical execution and congoing run with independence
• Strong analytical skills to evaluate needs/opportunities, with a strong work ethic
• LEAN, Process Improvement, Technology and Innovation and Leadership skills
• Success in achieving stretch goals
• Excellent relationship building skills across front-line teams, functions, and key business stakeholders including senior leadership
• Strong project planning, tracking, reporting and execution skills
• Strong communication and presentation skills at all levels of the organization
• Demonstrated change management experience with high impact success
• Competent computer skills including working knowledge of Microsoft Office and Windows as well as analytical, project planning and execution tools

Grade/Level: 14

The salary range for this position is 150,000.00 - 250,000.00 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.

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.

Job Family Group:
Contact Center Operations