Vice President Recovery Operations - Hyderabad - Synchrony Financial
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Roles Summary/Purpose: The Vice President of Recovery Operations is responsible for executing recovery strategies and initiatives that drive process improvement, demonstrate sustainability of existing processes and partner with the Business leader in supporting the strategic direction of the business. The individual will be responsible for the Process P&L, initiative prioritization, issue resolution and act as the liason for all recovery operations engagements related to Back office support for various recovery teams including but not limited to agency, attorney, Bankruptcy, estate recovery, media and Outbound and Inbound Recovery call center. Essential Responsibilities: Provide overall leadership for the Offshore customer facing and non-customer facing recovery operations. Improve customer experience by supporting first call resolution on all recovery inbound calls Drive performance standards by ensuring all established standards (calls, Liquidation %, other key metric) are established and met from an outbound call perspective. Work with Process Leader, Functional leaders including Compliance and Legal to establish a compliant operating rhythm. Ability to understand the ‘as is’ process environment, determine areas of opportunity and partner with functional groups to obtain buy in and operationalize improvements. Identify, report, fix and close out any defects or issues within defined SLA as established Provide overall leadership and program management of process initiatives that are currently in process or those that have not been initiated. Develop and formalize all process flows and documentation Act as the primary interface for the department with various teams including remediation, process control etc. Partner with business leaders to ensure processes are compliant and sustainable. Establish overall cross-functional review rhythm for strategic objectives. Coordinate cross-functional tactical and strategic programs including major regulatory deliverables Lead a team of seasoned professionals. Support business-wide initiatives as needed including but not limited to Projects, RCSA's, Business Governance etc. Develop/maintain strong rapport with Senior Leader Clients as well as internal, key stakeholders. Create/support highly involved team environment & drive "Employer of Choice" culture. Provide leadership, communication, coaching and professional development to direct reports and their teams Qualifications/Requirements: Bachelor’s degree with 15 years of equivalent work experience in the Financial Services field Minimum 10 years of direct recovery / operational management experience at the senior level. Demonstrated success leading a team with proven track record of delivering results 18 Months in SYF and 12 months in current role Last rating at least Critical Talent and should not be on active corrective & PIP Operationally broad and comprehensive understanding of Recovery process with impetus in financial services Strong overall knowledge of card business including risk, collections, operations, marketing and finance with emphasis on Bankruptcy process management Must be willing to travel up to 15% of the time. Desired Characteristics: Recovery Experience with strong understand of Credit Grantor Strong process and analytical skills Ability to influence senior decision makers Ability to effectively interface and represent Synchrony at the most senior levels Ability to innovate and find creative solutions to meeting business goals Proven ability to work independently yet as key member and contributor to a broader team Demonstrated capability to drive cross-functional initiatives on an enterprise level. Skilled communicator who influences and negotiates with great latitude on outcomes. Grade/Level: 12 Job Family Group: Collections