Role Summary/Purpose:
The VP, Collections Digital and Letter Contact Strategy role will lead collections contact strategy development and analytics for Synchrony's digital (mobile app, email, text) and letter channels, leveraging statistical methods, advanced analytics, and deep domain expertise. Overseeing a global team of three strategy analysts, this role will be accountable for driving superior business outcomes by developing and continuously optimizing data-driven strategies. The VP will maximize collections performance while ensuring regulatory compliance and operational risk management.
Collaborating closely with Collections & Recovery Strategy teams, Collections Operations, Growth, IT (Data Warehouse/Prism) teams, Finance, and second line of defense teams (e.g., Legal, Compliance, Fair Lending, Credit Strategy Validation), this leader will deliver top-tier results through rigorous analytics and cross-functional partnership.
Core responsibilities:
Own collections contact strategies for digital channels (including mobile app, email, text), letters and statement messages for secured and unsecured consumer revolving and installment portfolios.
Lead development, testing and rollout of contact strategies for various sub-populations (e.g., customers who have requested no calls, customers working with debt settlement companies). Includes developing the business case, obtaining all approvals, partnering with Operations and IT to implement, ensuring appropriate controls, and ensuring robust reporting and monitoring.
Lead development of collections digital and letter strategies for new client start-ups, new client conversions, new products, etc.
Actively map and analyze the current customer journey for written communications, implementing refinements to drive improved customer engagement; lead development of new creatives / messages and partner with client managers to obtain required partner approvals and with business strategy implementation team and/or IT to implement.
Champion the adoption of next-generation communication technologies such as mobile app communications (e.g., account status messages, push notifications) & RCS ("SMS 2.0"). Partner with Technology & Operations teams to assess digital opportunities such as Text to Pay / Pay By Text.
Utilize data-driven insights to identify growth and improvement opportunities, ensuring strategies remain agile and aligned with evolving customer behaviors and business goals.
Drives automation and process excellence initiatives to enhance operational efficiency, improve customer engagement, and optimize collections outcomes.
Utilize generative and agentic AI technologies to advance predictive analytics, personalize customer communications, and drive smarter, more effective collections strategies.
Partner with Collections Operations to identify, prioritize, test and rollout initiatives to reduce expenses and/or to improve customer experience.
Partner with Compliance and Legal to complete gap assessment for new laws, regulations and regulatory guidance and, if necessary, lead and implement changes to ensure compliance.
Own Collections strategy process support including strengthening test design and monitoring.
Ensure robust governance, processes and controls are in place. Prevent, detect and remediate issues. Comply with company policies and control requirements for Non-Model Tools / strategies.
Lead or co-lead support for frequent regulatory exams, audits and reviews including explaining policies, strategies, tests and reporting.
Complete regular benchmarking. Stay abreast of industry trends to identify emerging opportunities and risks.
Perform other duties and/or special projects as assigned.
Qualifications/Requirements:
Bachelor's degree with a minimum 8+ years of strategy, analytics or credit risk management experience or, in lieu of a Bachelor's degree, 12+ years of strategy, analytics, or credit risk management experience.
3+ years of direct people management experience.
Advanced proficiency with data analytics and segmentation platforms (e.g., SAS, SQL, Python/R).
Demonstrated success developing and executing strategy, testing protocols, and delivering measurable results in a regulated financial services environment.
Strong relationship building, communication (verbal, written) and influencing skills; must be able to communicate with and influence executives.
Strong PC proficiency (Microsoft Office suite including: Word, Excel, PowerPoint, and Outlook) or comparable software application.
Ability and flexibility to travel for business as required
Desired Characteristics:
Master's degree (Business administration or quantitative field).
Collections and/or Recovery strategy experience in consumer lending (ideally credit card) industry.
Experience developing collections contact strategies, including email creatives, text messages, letters and/or statement messages.
Experience managing geographically dispersed teams, including offshore employees.
Experience interacting with regulators, auditors and second line of defense teams.
Grade/Level: 12
The salary range for this position is 135,000.00 - 230,000.00 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.
Our Way of Working :
We're proud to offer you 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. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.
*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.
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:
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