VP, Issues Management Leader

Job Description:

Role Summary/Purpose:

The VP, Client Development and Sales Issues Management is responsible for driving Issues Management program across the Client Development and Sales organization. In conjunction with Client Development and Sales Surveillance, Client Development and Sales Governance, the Client Development and Sales function and the 2nd Line of Defense (i.e. Compliance and Operational Risk), this role shall oversee all ongoing governance activities related to Issues and Remediation Management, Customer Complaints and Internal Data Loss reporting for all five platforms of the Client Development and Sales function.

The successful candidate for this role is a leader with strong communication skills, the ability to manage through influence, and prior experience managing cross-functional initiatives. This role will have a high level of visibility across and communicate effectively with all levels of the organization.

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.

Essential Responsibilities:

• This role has primary responsibility to lead and represent the Issues Management program for Client Development and Sales. Examples include but are not limited to the delivery of process improvements and the reporting of emerging issues, open issues and trend analysis to all levels of management.

• As an expert in the Issues Management program, this role will prepare and facilitate delivery of issues review meetings with the Chief Client Development and Sales Officer, Client Development and Sales Leaders and other key stakeholders.

• Lead and provide direction to a team of issues managers and cross functional experts

• Drive effective identification and management of compliance or operational risks, develop solutions, and assist team with remediation and resolution.

• Oversee the remediation program for significant events across the Client Development and Sales function; partner with the SYF Remediation Program Manager and Team.

• Socialize and embed into Client Development and Sales the effective tools, systems and controls for analyzing and monitoring regulatory risks (e.g., Remediation Workflow).

• Establish effective relationships with all operational areas including, but not limited to Compliance, Governance, Internal Audit, etc. at the leadership level and other supporting levels.

• Coordinate the activities required to support various committees such as Compliance and Enterprise Risk Management Committee (ERMC), including ensuring applicable presenters are scheduled to speak to issues as well as completed materials are provided to the appropriate committee coordinators.

• Validate all activities pertaining Loss Data Reporting (internal and external) including coordination of required Client Development and Sales leadership attestation.

• Oversee the development of Client Development and Sales specific policy, procedures, job-aids and training as it pertains to the evolution of a robust Issues Management program in Client Development and Sales.

• Ensure compliance against all regulations and legislation relating to Issues Management policy and procedures.

• Oversee the delivery of webinars and training that build Issues escalation awareness and understanding within the Client Development and Sales Function.

• Partner with Client Development and Sales’ Learning and Development team to create training materials to assist with education of employees on Issues Management process.

• Completion of projects or activities assigned by manager.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• 7 years of professional work experience in a regulated Financial Services organization.

• 5 years of experience to include (can be concurrent):

  • Experience with analytical, organizational, and decision-making responsibilities.

  • Understanding of Client Development and Sales business systems & processes

  • Cross functional team leadership experience.

  • 2 years of Issues Management or Project Management experience.

  • Experience managing a team.

• Ability to travel up to 20%.

Desired Characteristics:

• 8 years’ experience in Client eco system, Risk Management, Audit or related areas. 

• 3 years’ experience leading and supporting on cross-functional initiatives.

• Experience with regulatory engagements including direct communication with regulators.

• Management, Surveillance, Governance, Compliance, or Operational Risk experience within a Financial Services organization.

• Demonstrated knowledge and understanding of relevant legislation, regulations, and policies.

• Direct experience in a role requiring communicating with senior levels of management in a regulated environment.

• Strong presentation and communication skills with a demonstrated business presence while interacting with senior leaders.

Grade/Level: 13

The salary range for this position is 130,000.00 - 210,000.00 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 a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

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.

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: