AVP, Complaints Data Strategy, Architecture & Governance (L11)

Role Title: AVP, Complaints Data Strategy, Architecture & Governance (L11)

Company Overview:Synchrony(NYSE:SYF)isapremierconsumerfinancialservicescompany deliveringoneoftheindustry’smostcompletedigitallyenabledproductsuites.Ourexperience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
• We provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
• We provide career advancement and upskilling opportunities for all to take up leadership roles.

Organizational Overview:

The Enterprise Complaint and Customer Experience function provides operational management, governance and reporting for the Company’s complaint management procedures, ensuring consumer complaints are consistently identified across all intake channels and handled in accordance with internal policies and applicable regulatory requirements. We turn complaint signals into action: spotting systemic journey breakdowns, partnering across the company to drive root-cause fixes, and escalating emerging regulatory, financial, and reputational risks—all while raising the bar on the customer experience.

Role Summary/Purpose:

TheAVP, Enterprise Complaints Data Strategy, Architecture & Governanceis a senior, hands-on leader responsible for defining and executing the end-to-end data strategy for Synchrony’s enterprise complaints ecosystem. This role owns the target-state vision, operating model, and multi-quarter roadmap across complaint systems and channels, and architects scalable data models and domain-aligned data products that enable complaint analytics, governance reporting, and issue management.

Key Responsibilities:

• Define & execute the Enterprise Complaints Data Strategy: Establish the target-state vision, operating model, standards, and procedures; drive a multi-quarter roadmap across complaint platforms and intake channels.
• Architect the complaints data ecosystem: Design and implement scalable data architectures, data models, and domain-aligned data products that power analytics, governance reporting, and issue management.
• Assess and onboard new data sources: Build and execute repeatable approaches to evaluate new data sources (quality, completeness, lineage, controls), and recommend/implement optimal remediation paths to address data quality gaps.
• Ensure alignment to Enterprise Data Policy & Standards: Own and maintain Collibra assets (business definitions, lineage, retention, access controls), steward data dictionaries, and lead intake/resolution of data issues and incidents as the complaints data domain steward.
• Establish and run data quality controls & monitoring: Define data quality metrics, execute periodic data quality audits, and develop/maintain Tableau control and data operations dashboards to monitor health, surface emerging issues, and track KPIs across the complaints data environment.
• Drive cross-functional delivery and adoption: Partner across Enterprise Complaints and with Enterprise Data Lake, Technology, Data Office, Operations, and Governance leaders to prioritize initiatives, align dependencies, and ensure solutions are adopted and sustained.
• Enable advanced analytics and innovation: Deliver curated/aggregated datasets that support advanced analytics use cases including trend detection, anomaly detection, and thematic risk identification.
• Lead projects and mentor less experienced staff members, and perform special projects as assigned in support of enterprise complaint program maturity, platform modernization, and regulatory commitments.

Qualifications/Requirements:

• 6+ years' experience spanning data engineering, data architecture, and data governance/controls, ideally in a regulated environment (financial services preferred) OR in lieu of a bachelor's degree, a minimum of 8+ years of hands-on data engineering & governance experience.
• Demonstrated ownership of data strategy and architecture for a business-critical domain (end-to-end from source to curated layers to consumption).
• 4+years Hands-on Data Engineering experience building scalable pipelines and curated datasets using Pypark/ScalaSpark/SAS
• Demonstrated experience with design and conduct complex analysis on large structured , unstructured data to identify and remediate data quality or integrity issues
• Experience with automating and consolidating data from multiple reporting channels ensuring sound data quality controls and checks. 
• Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success.  

Desired Characteristics:

• Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience.  
• Experience in Collibra, ML Ops, AWS SageMaker , Anaconda Enterprise is a plus.
• Results-oriented; ready to challenge the status quo for continuous improvement. 

Eligibility Criteria:

6+ years' experience spanning data engineering, data architecture, and data governance/controls, ideally in a regulated environment (financial services preferred) OR in lieu of a bachelor's degree, a minimum of 8+ years of hands-on data engineering & governance experience.

Work Timings:

This role qualifies for Enhanced Flexibility offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs)

We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR.

Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events.

For Internal Applicants:

• Understand the criteria or mandatory skills required for the role, before applying.
• Inform your Manager or HRM before applying for any role on Workday.
• Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
• Must not be any corrective action plan (First Formal/Final Formal, LPP)
• L9+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• Level 9+ employees are eligible to apply​

Level / Grade : 11

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