AVP – Complaint Data & Reporting

Job Description:

Role Title: AVP,  Complaint Data & Reporting (L10)

Company Overview:

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.

• Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.

• 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 is part of the Enterprise Complaint & Customer Experience organization, which is responsible for monitoring, analyzing, and improving complaint data reporting and regulatory compliance

Role Summary/Purpose: 

The AVP Complaints Data & Reporting role will be responsible for driving complaint monitoring efforts by developing consistent and accurate reporting packages, performing in-depth data analysis to identify complaint trends, and supporting the planning and execution of Compliance and audit related engagements. This role will report to the VP, Complaints Data Reporting and Analytics leader and partner with all functions within the Enterprise Complaint & Customer Experience organization.      

Essential Functions / Responsibilities:

• Assist with monthly preparation of governance, board metrics and complaints data.

• Conduct in-depth analysis of complaint data to resolve complex issues, identify trends, and detect anomalies.

• Support the preparation and submission of data requests for audits, testing, and regulatory examinations.

• Develop mechanisms and technical queries to consolidate and integrate available complaint data efficiently.

• Collaborate on projects to enhance reporting capabilities and improve data integration processes.

• Create and maintain procedures, job aids, and other controls to support Complaint Data & Reporting processes.

• Partner with the data leadership team to deliver process-focused complaint reporting to key stakeholders.

• Strengthen, document, and automate control dashboards to monitor and enhance the performance of complaint reporting within the product environment.

• Perform additional duties and participate in special projects as assigned.

Required Skills/Knowledge:

• Bachelor’s degree with 4+ years of experience, or in lieu of a degree 6+ years of experience

• Minimum 2+ years of hands-on experience in data reporting and analytics.

• Minimum 2+ years of hands-on experience in SAS, Tableau, and data warehousing for reporting and automation.

• Strong experience in structured & unstructured data analysis to identify risks and insights.

• Ability to consolidate and automate data from multiple reporting channels

Desired Skills/Knowledge:

• Experience in regulatory examination and internal audit data reporting.

• Strong project management, communication, and multitasking skills.

• Familiarity with complaint monitoring systems and processes.

Eligibility Criteria:

Bachelor’s degree with 4+ years of experience, or in lieu of a degree 6+ years of experience

Work Timings: 2pm to 11pm IST

(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, PIP)

• 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: