VP, Collections Strategy Delivery Leader
Listed on 2026-01-24
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Business
Business Development, Business Analyst, Business Management
Job Description Role Summary/Purpose
Synchrony is looking for a dynamic and innovative leader capable of rethinking existing processes and working smarter to deliver the design, testing, implementation and validation of collections and internal recovery contact strategies for all of Synchrony’s platforms (businesses), clients and products. In 2025, the Collections Strategy Delivery team triggered >1 billion customer communications (emails + SMS / text + calls + letters).
The VP, Collections Strategy Delivery Leader is also responsible for supporting strategic initiatives (including new client introductions, new product introductions, conversions, deconversions) and for critical, regulatory sensitive sub-processes such as right to cure, delinquency-based closure, and delinquency-based charge‑offs. The role is responsible for leading and developing a global team of 36 employees (19 U.S. and 17 India). This role reports to the SVP, Collections & Recovery Strategy within the Credit organization.
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 Power Curve), 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…
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