VP, Insights & Data Governance

Synchrony · Charlotte, NC · 1 mo ago

Information TechnologyFull-time

About the role

The VP Insights and Data Governance role is responsible for leading multiple functions, work streams, and teams to deliver a diverse set of initiatives providing key drivers and analysis on the entire suite of servicing across the SYF portfolio, as well as operational insights influencing performance. This leader will combine deep knowledge of financial services, operations, and collections domain expertise with advanced analytics to optimize decision-making, influence business and functional strategy, and engage with SYF customers. The role utilizes analytical, strategic, and influencing skills to create an analytical framework using predictive modeling techniques, including data lakes and big data. The VP acts as a thought leader, proposing and testing new concepts, initiating and leading projects, and collaborating with stakeholders from initial discussions through execution and performance measurement.

Responsibilities

Develop visionary and holistic insights and analytics aligned with SYF’s brand and values by leveraging performance drivers and operational insights.
Deliver portfolio performance drivers, including impact on customer experience, cost/efficiency, and operational insights.
Partner with Enterprise Servicing, Collections, Forecasting/Capacity Planning, and WPO on performance, associate and customer impact, and operational efficiencies.
Provide leadership, including ELT members, with a centralized view on the congruence of underlying macro, portfolio dynamics, operational performance, and its impact on delinquency performance in a clear and succinct manner.
Leverage data analytics to develop, design, and back-test performance drivers to identify trends in forecasts.
Plan, create, and implement a single source of truth for insights across enterprise servicing, collections, and operational solutions.
Lead ideation and adoption of best-in-class methodologies, processes, tools, and infrastructure to enhance understanding of underlying performance drivers.
Complete regular benchmarking and actively participate in industry groups; stay abreast of the macro environment and industry trends to identify opportunities and risks.
Use structured problem-solving to troubleshoot, identify root causes, develop action plans, and measure impact.
Enable self-service analytics and unified reporting platforms for servicing leaders and teams.
Evangelize data literacy and foster an enterprise-wide culture of data-driven decision-making.
Incorporate new data elements such as NPS, customer journey analytics, complaints, customer preferences, and other non-traditional data sources/channels to develop portfolio performance monitoring.
Provide thought leadership in strategy and data analytics through the utilization of data lakes, machine learning, data mining, and operational expertise.
Communicate effectively with Senior Leadership teams in a clear, concise manner.
Develop and lead the data governance strategy for servicing functions, ensuring data quality, consistency, security, and compliance.
Establish data stewardship and ownership practices, collaborating with stakeholders to define data standards, policies, and protocols for enterprise servicing systems.
Design and implement data quality monitoring, metadata management, and data lineage solutions to increase trust and transparency in servicing-related data.
Perform other duties and/or special projects as assigned.

Requirements

Bachelor’s Degree in Business, Operations, Analytics, or a related field; or, in lieu of a degree, 14+ years of progressive leadership experience in Financial Services, Customer Service, and Enterprise Operations.
Minimum of 10+ years of progressive leadership experience in Financial Services, Customer Service, and Enterprise Operations.
Strong leadership across organizational levels and functions, with a focus on execution of key business priorities and process improvement, particularly in innovation leadership.
Ability to travel up to 30% as needed, including potential international travel.

Skills

Strong background in Financial Services Operations.
Process design and heavy change management experience, with demonstrated ability to lead from concept to practical execution and ongoing management.
Strong analytical skills to evaluate needs and opportunities, paired with a strong work ethic.
LEAN, Process Improvement, Technology, and Innovation Leadership skills.
Proven success in achieving stretch goals.
Excellent relationship-building skills across front-line teams, functions, and key business stakeholders, including senior leadership.
Strong project planning, tracking, reporting, and execution skills.
Strong communication and presentation skills at all levels of the organization.
Demonstrated change management experience with high-impact success.
Competent computer skills, including working knowledge of Microsoft Office, Windows, analytical tools, and project planning/execution tools.

Pay

The salary range for this position is $150,000 - $250,000 USD annually and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based on work experience, skill level, or knowledge. Salaries are adjusted according to market in CA, NY Metro, and Seattle.

Schedule

This role offers flexibility with the option to work from home near one of Synchrony’s Hubs or come into one of their offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training, and culture events. Field Sales and some Commercial team roles may have varied location requirements based on partner obligations or preferences.