VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_on13363, Sunset Stream Way, Draper, Salt Lake County, Utah, 84020, United States
About the Role
The VP, Collections Digital and Letter Contact Strategy leads the development of data-driven contact strategies for Synchrony's digital channels (mobile app, email, text) and letter communications. This role is pivotal in maximizing collections performance while ensuring strict regulatory compliance and operational risk management. You will oversee a global team of three strategy analysts, driving superior business outcomes through rigorous analytics and cross-functional partnership.
In this position, you will partner closely with Collections & Recovery Strategy, Operations, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending). Your day-to-day involves mapping customer journeys for written communications, championing next-generation technologies like RCS and "Text to Pay," and leveraging generative AI to personalize customer interactions. You will be responsible for the full lifecycle of strategy development, from building business cases and obtaining approvals to implementing controls and leading regulatory exams.
Work location
Work model: Hybrid
13363, Sunset Stream Way, Draper, Salt Lake County, Utah, 84020, United States
Draper, Utah
Key Responsibilities
- check_circleManage global team of strategy analysts to drive superior business outcomes
- check_circleDrive automation and process excellence initiatives to improve operational efficiency and collections outcomes
- check_circleUtilize generative AI and advanced analytics to personalize customer communications and enhance predictive models
- check_circleAnalyze customer journeys and develop new creatives to improve engagement for written communications
- check_circlePartner with Compliance and Legal to assess regulatory gaps and implement necessary strategy changes
- check_circleLead development and optimization of collections contact strategies for digital and letter channels
- check_circleChampion adoption of next-generation communication technologies like mobile app messages and RCS
- check_circleLead support for regulatory exams, audits, and reviews by explaining policies and strategies
- check_circleOversee testing, rollout, and monitoring of contact strategies for diverse customer sub-populations
Requirements
- verifiedBachelor's degree with 8+ years strategy/analytics/credit risk experience (or 12+ years without degree)
- verified3+ years direct people management experience
- verifiedAdvanced proficiency with SAS, SQL, Python/R
- verifiedLegal authorization to work in the U.S.
- verifiedAbility to travel for business
- verifiedMust be 18 years or older
- verifiedHigh school diploma or equivalent
- verifiedWillingness to take drug test, background investigation, and submit fingerprints
- verifiedAbility to satisfy Section 19 of the Federal Deposit Insurance Act
Nice to Have
Master's degree in 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.
Benefits & Perks
check_circleFlexible work options including remote work near hubs or office access
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Skills, education and keywords
Skills: Sas, SQL, Python, R, Microsoft Office, Word, Excel, Powerpoint, Outlook, Generative Ai.
Education: Bachelor's degree or 12+ years of equivalent experience; Master's degree preferred; High school diploma or equivalent required for eligibility.
Frequently asked questions about VP, Collections Digital & Mail Contact Strategy Leader at Synchrony
What does a VP, Collections Digital & Mail Contact Strategy Leader at Synchrony do?expand_more
A VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is responsible for the following: Manage global team of strategy analysts to drive superior business outcomes; Drive automation and process excellence initiatives to improve operational efficiency and collections outcomes; Utilize generative AI and advanced analytics to personalize customer communications and enhance predictive models; and Analyze customer journeys and develop new creatives to improve engagement for written communications.
What are the requirements for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
To qualify for the VP, Collections Digital & Mail Contact Strategy Leader at Synchrony position, applicants should have: Bachelor's degree with 8+ years strategy/analytics/credit risk experience (or 12+ years without degree); 3+ years direct people management experience; Advanced proficiency with SAS, SQL, Python/R; Legal authorization to work in the U.S.; Ability to travel for business; and Must be 18 years or older.
Where is the VP, Collections Digital & Mail Contact Strategy Leader role at Synchrony located?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is based in 13363, Sunset Stream Way, Draper, Salt Lake County, Utah, 84020, United States. This is a hybrid role.
Is this VP, Collections Digital & Mail Contact Strategy Leader job remote, hybrid, or on-site?expand_more
Synchrony has listed this VP, Collections Digital & Mail Contact Strategy Leader role as hybrid.
How much experience is required for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony typically requires 8+ years of relevant experience at the executive level.
What skills do you need for the VP, Collections Digital & Mail Contact Strategy Leader role at Synchrony?expand_more
Key skills for VP, Collections Digital & Mail Contact Strategy Leader at Synchrony include Sas; SQL; Python; R; Microsoft Office; Word; Excel; and Powerpoint.
What education is required for VP, Collections Digital & Mail Contact Strategy Leader at Synchrony?expand_more
Educational requirements for this role: Bachelor's degree or 12+ years of equivalent experience; Master's degree preferred; and High school diploma or equivalent required for eligibility.
What category does the VP, Collections Digital & Mail Contact Strategy Leader role belong to?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is part of the accounting & finance job category on Recrutus.