AVP, Client Systems Support Information Technology Governance Remediation

Job Description:

Role Summary/Purpose:

The AVP, Client Systems Support (CSS) Information Technology Governance (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. 

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential 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

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Qualifications/Requirements:

• Bachelor’s degree and 3 years of Technology experience or in lieu of degree High School diploma and 6 years of Technology experience

• Minimum of 5 year of Fiserv/FD system related experience with strong knowledge of current Fiserv capabilities and Cardholder Account Billing, Statements and Plastics

Desired Characteristics:

• Creativity, enthusiasm and energy with a strong customer "can do" attitude and result oriented.

• Demonstrated decision making and problem solving skills

• Strong oral and written communication skills, as well as the ability to manage expectations of the business, team members, management and external groups

• Strong attention to detail

• Proven ability to apply technology to solve business problems

• Desire to work in a dynamic, fast paced environment

• Self-motivated and able to work independently or in a team environment

• Strong verbal and written communication skills to collaborate with different Technology, Business teams across all functions.

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Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00 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: