Job Description:
Synchrony's Risk Team provides independent oversight of Synchrony’s risk-taking activities to ensure safety and soundness, meet regulatory and legal requirements, and manage risks to the risk-appetite of the Board. Risk is responsible for independently assessing, quantifying, and overseeing risks & providing effective challenge. Risk serves as Synchrony’s Second Line of Defense.
Overall, Risk Team oversees and manages the Risk Program to support the business in anticipating and addressing risks, issues and challenges. Results are consistent with the respective strategic uses and complying with related overall risk, risk testing policies, standards, procedures as well as regulations. Our Risk organization consists of 4 pillars: Compliance, Credit & Financial Risk, Enterprise Risk and Operational Risk. Each of the pillars play a vital role in managing Risk and supports the business in anticipating and addressing risks, issues, and challenges.
Role Summary/Purpose:
The Issue Management Program Leader reports to the SVP Enterprise Risk Management and is accountable for managing the team that establishes and governs Synchrony’s Issue Management policies, procedures, and standards which define how issues are identified, documented, escalated, remediated, validated, and closed across the enterprise. The Team Leader is responsible for Board and Committee analytics and reporting, including KRI monitoring and providing insights on risks present within Synchrony’s issue management inventory. This person is charged with managing the integration of the issue management program into the broader risk management framework in areas such as executive accountability, consumer remediation, and enterprise risk assessments. The Team Leader must build strong partnerships across the organization and lines of defense to drive timely and effective issue governance, and lead continuous process improvement across the issue management lifecycle including the GRC software platform and development of Gen AI solutions.
Essential Responsibilities:
Own the enterprise Issue Management program policy and related governance framework to clarify accountabilities for issue management, establish risk tolerances, and drive clear and efficient processing of issues.
Build and maintain strong partnerships across the lines of defense for a consistent Synchrony-wide Issue Management Program that supports the timely review, effective challenge, and validation/closure of issues.
Manage process level controls and provide risk oversight of the enterprise issue portfolio to escalate material risks, including issue severity, root cause, risk mitigation, aging/past due exposure, repeat issues, and emerging trends.
Drive the program roadmap and priorities to enhance the accuracy of the issue management information and support enhanced analytics such as taxonomies and reference data to provide key insights on trends and impacts of issues, including the level and type of risk within the Synchrony control environment.
Lead issue analytics and reporting to increase transparency into issue KPIs/KRIs and enable the business to proactively manage program requirements while mitigating risks. Identify and present key themes to Synchrony Management and Board through various committees including ORSC/CC, ERMC and Risk Committee.
Lead OCC/FRB regulatory exam responses related to issue management, including supporting broader organization in targeted functional exams.
Own the Bank’s Regulation O insider lending compliance program, including governance and policy oversight, annual insider related-party survey, coordination with Legal/Corporate Secretary and Credit Risk teams on screening and monthly monitoring, escalation/remediation of exceptions, and management/board and exam/audit reporting.
Identify, prioritize and implement Gen AI capabilities and eGRC modifications to implement automated controls, improve process efficiency and user productivity, and enhance analytical insights.
Lead and develop the Issue Management team, including coaching, performance management, capacity planning, and cross-functional coordination; ensuring that procedures and training are updated and adopted.
Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
Bachelor's degree and 5+ years' experience in a regulated bank/ financial institution. In lieu of a degree, 12+ years' experience in a regulated bank/financial institution.
5+ years' Management experience of an Issue Management Program and team, within a regulated bank institution Risk Management function in the 2nd LOD.
Experience with GRC software and analytical solutions such as SAI360, Archer, and ServiceNow, with the ability to define effective system capabilities to support program requirements and controls.
Demonstrated ability to lead and oversee risk management programs and define policies, procedures and controls to drive accountability and requirements.
Strong communication capabilities with proven experience engaging senior management on areas requiring attention.
Team leadership experience demonstrating effective team management and talent development.
Proven capability to build and sustain cross-functional partnerships and drive common goals.
Ability and flexibility to travel for business as required
Desired Characteristics:
Demonstrated experience with process re-engineering/continuous improvement across process lifecycle and workflows.
Prior hands-on experience developing or governing GenAI-enabled solutions for process automation, controllership, documentation integrity, and/or analytics.
Direct experience integrating Issue Management into broader risk frameworks (e.g., executive accountability, consumer remediation, enterprise risk assessments).
Experience owning or supporting Regulation O / insider lending compliance programs (governance, monitoring, surveys, exception remediation, audit/exam reporting).
Experience working with Regulators and Auditors.
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 an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
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. We’re proud to have an award-winning culture for all.
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:
Risk Management