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:** + 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 and detail oriented, excellent organization and prioritization skills + Strong communication and presentation skills, with the ability to interact at all levels with both internal and external stakeholders + Strong leadership and influencing skills + Demonstrated ability to work with third party vendors and solution providers **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. **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). Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. **Our Commitment:** When you join us, you'll be part of an inclusive culture where your individual skills, experience, and voice are not only heard - but valued. Together, we're building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow. This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We're proud to have an award-winning culture for all. **Reasonable Accommodation Notice:** + Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. + If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time **Job Family Group:** Information Technology