Job ID: 2600093
Job Description:
Role Summary/Purpose:
Synchrony is looking for a dynamic and innovative leader capable of rethinking existing processes and working smarter to deliver the design, testing, implementation and validation of collections and internal recovery contact strategies for all of Synchrony’s platforms (businesses), clients and products. In 2025, the Collections Strategy Delivery team triggered >1 billion customer communications (emails + SMS / text + calls + letters). The VP, Collections Strategy Delivery Leader is also responsible for supporting strategic initiatives (including new client introductions, new product introductions, conversions, deconversions) and for critical, regulatory sensitive sub-processes such as right to cure, delinquency-based closure, and delinquency-based charge-offs. The role is responsible for leading and developing a global team of 36 employees (19 U.S. and 17 India). This role reports to the SVP, Collections & Recovery Strategy within the Credit organization.
Essential Responsibilities:
Design, test, implement and validate collections and internal recovery contact strategies for the email, SMS / text, phone (dialer, dialer messaging, outbound IVR) and letter channels. The scope may be expanded to include implementation of other collections contact strategies (e.g., skip). The Collections Strategy Delivery team utilizes multiple platforms and tools including Fiserv, Rules, Strategy Manager (Experian PowerCurve), SAS, Jira and Tableau and works with several internal teams and vendors.
Lead the capacity management and prioritization of all Collections Strategy Delivery work and communicate to key stakeholders. Create and implement robust and transparent prioritization and scheduling processes that enable customers to understand available capacity, prioritize new work and obtain accurate scheduled implementation dates.
Lead Collections Strategy Delivery support for strategic initiatives (including new client introductions, new product introductions, conversions, deconversions) and infrastructure initiatives (e.g., cloud migrations for system of record and analytics). For conversions, the team owns all collections-related mapping and coding.
Develop future state vision, roadmap and organizational design to reach future state, review with management and key stakeholders, and then drive implementation with regular progress reviews.
Lead Collections Strategy Delivery work for Synchrony Prism including (1) how to get new scores and attributes from source systems to decisioning platforms faster and (2) process automation opportunities.
Own the Level 3 (L3) Collections Strategy Delivery process including validating Critical to Compliance (CTC) mapping and updating the Risk Assessment Questionnaire (RAQ) and Process, Risks & Controls Self-Assessment (PRCSA). Prevent, detect and remediate issues.
Ensure accounts are closed due to delinquency and charged-off in accordance with Synchrony credit policy.
Own and manage the implementation and execution of global exclusions for all collections work strategies.
Lead the development / build and validation of all new collections strategy emails.
Own collections queue management (~900 different queues utilized by collections process owners and strategies). Responsible for reclassification and site placement of all delinquent accounts.
Develop and run daily exception reports to ensure collections strategies are being executed correctly and partner with business and IT to investigate and resolve any production issues.
Provide “expert case” support that includes researching any questions or potential issues identified by Collections Strategy, Recovery Strategy or other teams.
Identify, prioritize and sponsor process improvement projects.
Ensure robust governance, processes and controls are in place. Ensure compliance with applicable laws, regulations and company policies including for complex, regulatory sensitive processes such as right to cure, delinquency-based account closure and delinquency-based charge-off.
Partner with Legal, Compliance, Fair Lending and other groups to complete gap assessment for new laws, regulations and regulatory guidance and, if necessary, lead and implement changes to ensure compliance.
Ensure design, test, implementation and validation processes are reliable, sustainable, repeatable and auditable. Ensure team has documented procedures and job aids, robust change control, separate development and validation resources, and proper automation/code documentation & controls. Support regulatory exams, internal audits and second line of defense reviews as required.
Lead selection of development methodologies, processes, tools (e.g., Jira) and infrastructure.
Serve as business customer for all Strategy Manager (Experian Power Curve decision engine) upgrades and changes, including coding, testing, and validating all application changes.
Monitor daily collections inventory and investigate and resolve any issues (ex. sudden unexpected changes in dialer download volumes).
Manage closed loop feedback process to make Collections Operations team aware of any associate errors that cause accounts to be misdirected.
Perform other duties and/or special projects as assigned
Qualifications/Requirements:
Bachelor’s degree with a minimum 10+ years of financial services or collections experience or, in lieu of a Bachelor’s degree, 14+ years of financial services or collections experience
5+ years of management experience
Ability and flexibility to travel for business as required
Desired Characteristics:
Credit card or unsecured consumer lending experience
Collections experience
Experience managing software development, coding or configuration
Experience with agile software development or agile project management
Experience as a manager of managers
Experience managing global multi-site teams
Demonstrated ability to build and lead high performing teams
Strong leadership with the ability to manage tight deadlines with a process focus
Strong relationship building, communication (verbal, written) and influencing skills; must be able to communicate with and influence executives
Process ownership and issue management experience
Grade/Level: 14
The salary range for this position is 170,000.00 – 290,000.00 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:
Credit
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