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.
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
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.
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.
Job Family Group: Collections