Synchrony Financial

Job Description:

Role Title: AVP, CSS ITG Remediation (L10)

Company Overview: Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview:

This role will be in the Client Systems Support (CSS) team. This team delivers multi-platform configuration solutions to drive functionality behind many core processes across Synchrony’s credit and pay later products including loyalty programs and campaigns, cardholder pricing and billing, promotional financing, merchant processing, billing statement content, cardholder letters, and plastics.

Role Summary/Purpose:

The AVP, CSS ITG Remediation is responsible for overseeing the execution tasks of assigned Remediation COE Workflows. This role includes conducting both pre-execution and execution processes, for all functions, in accordance with the enterprise-wide Synchrony Bank Consumer Remediation Policy and Guidelines.

Key Responsibilities:

• Team engagement at the Issue vs Incident weekly meeting to discuss decisioning, review impacts, discuss root causes, L3 alignment with governance, and 2nd line of defense.
• Assist in the development of remediation plans, obtaining key stakeholder approvals, certification review and resolution. Key tasks will include involvement in cross functional teams in addition to CSS-IT.
• Request submission of data queries to isolate and identify impacted population and financial impact, based on issue root cause and exclusion criteria provided by requestor.
• Work with the Functional Issue Coordinator, Functional Remediation Coordinator, CSS Analytics or COE Analytics team, to complete Analytics Waterfall Template.
• Draft test plans and execute test scripts for necessary system changes. This includes defect letters, posting of loyalty points or dollars and statement messaging. Results are documented and reviewed with key stakeholders for approval.
• Create basic file formats to adjust accounts systematically and/or trigger cardholder communication.
• Manage the submission of cardholder financial adjustment requests and insure accuracy of all monetary and non-monetary actions.
• Validate post production remediation actions in accordance with COE requirements.
• Maintain relationships with appropriate internal and external customers and suppliers
• Participate in cross-functional efforts to support and deliver functionality enhancements and simplification initiatives related to remediation processes.
• Provide day-to-day support to Functional Issue Coordinators and Functional Remediation Coordinators to address business questions, assisting with the creation of eGRC Action plans and Closure documentation.
• Lead and/or participate in Pre-Execution Certification and Post Execution validation per COE playbooks
• Management of assigned issues timely and in accordance with the respective Action Plan and Issue Resolution assigned Due Date(s)
• Support the existing remediation guideline inventory, remediation procedural documentation to ensure consistency to key activities in the remediation process, across all functions.
• Assist in the creation of tools, templates and required artifacts to ensure compliant remediations
• Perform other duties and/or special projects as assigned

Required Skills/Knowledge:

• Bachelor’s degree with 3 years of Technology experience or in lieu of degree 6 years of Technology experience
• Experience with FISERV and Synchrony Financial Data Warehouses Minimum of 5 year of Fiserv/FD system related experience with strong knowledge of current Fiserv capabilities and Cardholder Account Billing, Statements and Plastics Experience working in the credit card or payments industry.

Desired Skills/Knowledge:

• Hands on experience with Fiserv Rewards systems or other credit card loyalty programs
• Proven experience effectively interfacing with cross-functional teams
• Strong project management skills
• Strong Quality orientation/skill set
• Strong client orientation
• Strong problem-solving skills
• High level of initiative

Eligibility Criteria:

Bachelor’s degree with 3 years of Technology experience or in lieu of degree 6 years of Technology experience.

Work Timings: 6:00AM - 2:30PM EST

This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more details.

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying
• Inform your manager and HRM before applying for any role on Workday
• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
• Must not be any corrective action plan (First Formal/Final Formal, LPP)
• L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• L08+ Employees can apply

Grade/Level: 10

Job Family Group:

Information Technology