Synchrony · 5 days ago
VP, Collections Strategy Delivery Leader
Costa Mesa, CA
Full-time
Onsite
Senior Level, Lead/Staff
$170K/yr - $290K/yr
10+ years expSynchrony is looking for a dynamic and innovative leader capable of rethinking existing processes to deliver collections and internal recovery contact strategies. The VP, Collections Strategy Delivery Leader will lead a global team and support strategic initiatives while ensuring compliance with regulations and policies.
Consumer LendingFinanceFinancial ServicesInsuranceVenture Capital
No H1B
Responsibilities
Design, test, implement and validate collections and internal recovery contact strategies for the email, SMS / text, phone (dialer, dialer messaging, outbound IVR) and letter channels. The scope may be expanded to include implementation of other collections contact strategies (e.g., skip). The Collections Strategy Delivery team utilizes multiple platforms and tools including Fiserv, Rules, Strategy Manager (Experian PowerCurve), SAS, Jira and Tableau and works with several internal teams and vendors
Lead the capacity management and prioritization of all Collections Strategy Delivery work and communicate to key stakeholders. Create and implement robust and transparent prioritization and scheduling processes that enable customers to understand available capacity, prioritize new work and obtain accurate scheduled implementation dates
Lead Collections Strategy Delivery support for strategic initiatives (including new client introductions, new product introductions, conversions, deconversions) and infrastructure initiatives (e.g., cloud migrations for system of record and analytics). For conversions, the team owns all collections-related mapping and coding
Develop future state vision, roadmap and organizational design to reach future state, review with management and key stakeholders, and then drive implementation with regular progress reviews
Lead Collections Strategy Delivery work for Synchrony Prism including (1) how to get new scores and attributes from source systems to decisioning platforms faster and (2) process automation opportunities
Own the Level 3 (L3) Collections Strategy Delivery process including validating Critical to Compliance (CTC) mapping and updating the Risk Assessment Questionnaire (RAQ) and Process, Risks & Controls Self-Assessment (PRCSA). Prevent, detect and remediate issues
Ensure accounts are closed due to delinquency and charged-off in accordance with Synchrony credit policy
Own and manage the implementation and execution of global exclusions for all collections work strategies
Lead the development / build and validation of all new collections strategy emails
Own collections queue management (~900 different queues utilized by collections process owners and strategies). Responsible for reclassification and site placement of all delinquent accounts
Develop and run daily exception reports to ensure collections strategies are being executed correctly and partner with business and IT to investigate and resolve any production issues
Provide “expert case” support that includes researching any questions or potential issues identified by Collections Strategy, Recovery Strategy or other teams
Identify, prioritize and sponsor process improvement projects
Ensure robust governance, processes and controls are in place. Ensure compliance with applicable laws, regulations and company policies including for complex, regulatory sensitive processes such as right to cure, delinquency-based account closure and delinquency-based charge-off
Partner with Legal, Compliance, Fair Lending and other groups to complete gap assessment for new laws, regulations and regulatory guidance and, if necessary, lead and implement changes to ensure compliance
Ensure design, test, implementation and validation processes are reliable, sustainable, repeatable and auditable. Ensure team has documented procedures and job aids, robust change control, separate development and validation resources, and proper automation/code documentation & controls. Support regulatory exams, internal audits and second line of defense reviews as required
Lead selection of development methodologies, processes, tools (e.g., Jira) and infrastructure
Serve as business customer for all Strategy Manager (Experian Power Curve decision engine) upgrades and changes, including coding, testing, and validating all application changes
Monitor daily collections inventory and investigate and resolve any issues (ex. sudden unexpected changes in dialer download volumes)
Manage closed loop feedback process to make Collections Operations team aware of any associate errors that cause accounts to be misdirected
Perform other duties and/or special projects as assigned
Qualification
Required
Bachelor's degree with a minimum 10+ years of financial services or collections experience or, in lieu of a Bachelor's degree, 14+ years of financial services or collections experience
5+ years of management experience
Ability and flexibility to travel for business as required
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
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
Preferred
Credit card or unsecured consumer lending experience
Collections experience
Experience managing software development, coding or configuration
Experience with agile software development or agile project management
Experience as a manager of managers
Experience managing global multi-site teams
Demonstrated ability to build and lead high performing teams
Strong leadership with the ability to manage tight deadlines with a process focus
Strong relationship building, communication (verbal, written) and influencing skills; must be able to communicate with and influence executives
Process ownership and issue management experience
Company
Synchrony
Synchrony is a consumer financial services company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-02-15Post Ipo Equity· $500M
2014-08-01IPO
Leadership Team
Brian Doubles
President & CEO
Raj Deol
SVP, Sam’s Club Marketing Leader
Recent News
Benzinga.com
2026-01-21
Business News: Pasadena Star-News
2026-01-19
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