VP, Ombuds & Ethics

JOB_POSTING-3-79356-6

Job Description

Role Summary/Purpose:

We are seeking an experienced and strategic Vice President to provide leadership and oversight of the Ombuds and Ethics Program in the Risk & Compliance function. This role requires deep expertise in ethics, risk management, regulatory compliance, reporting/analysis, and ombuds services. Reporting to the VP Ombuds & Ethics Leader, the candidate will steer the design, implementation, and continuous enhancement of comprehensive ethics and compliance programs that protect the organization’s integrity, promote a culture of transparency, and mitigate risk across all business units.

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. Occasionally you may be required to commute or travel for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities

• Provide strategic direction and oversight for the organization’s Ombuds Office, ensuring effective, confidential, and impartial resolution of employee concerns and conflicts.
• Oversee the end-to-end ombuds case management lifecycle (intake, assessment/triage, informal resolution strategies, referrals, follow-up, and closure) while maintaining confidentiality, neutrality, and independence consistent with ombuds standards and company policy.
• Establish and maintain case management standards and controls, including documentation expectations, case taxonomy/coding, service-level targets, records retention, and quality checkpoints to ensure consistency and defensibility of program operations.
• Implement and monitor a case review/QA cadence (e.g., file reviews, calibration sessions, trend validation) to improve case quality, identify systemic issues, and drive continuous improvement across the program.
• Develop robust trend and insights reporting from case data, translating case themes into actionable enterprise risk insights and recommending preventative actions to leadership (without compromising confidentiality).
• Drive the design, implementation, and ongoing enhancement of compliance frameworks, including governance, risk assessments (RCSAs), RAQs, regulatory exams, internal Audit, issue management, eGRC, and change management initiatives.
• Lead efforts to refresh and optimize the Ombuds and Ethics program by identifying operational efficiencies and developing a quality assurance (QA) process. Emphasize data-driven approaches to enhance program effectiveness and transparency through robust reporting mechanisms.
• Collaborate closely with cross-functional partners—including Legal, HR, Audit, and Business Units—to ensure consistent application of compliance standards and ethical practices.
• Support the oversight of ethical investigations to ensure thoroughness, impartiality, and timely resolution while maintaining confidentiality and compliance with all relevant laws and standards.
• Utilize data analytics and eGRC tools to monitor program effectiveness, perform quality assurance reviews, identify trends, and prepare comprehensive reports for senior leadership.
• Lead the organization’s engagement with external audits and regulatory examinations related to ethics and compliance.
• Perform other duties and/or special projects as assigned.

Qualifications/Requirements

• Bachelor's degree and 5+ years financial services experience. In lieu of a degree, 10+ years fiinancial services experience.
• Minimum 5+ years of progressive experience in ethics, risk management, operational risk, and compliance with 5 years in a leadership role.
• Experience using eGRC platforms and data analytics tools to support compliance monitoring, quality assurance, and reporting.
• Excellent interpersonal and communication skills with the ability to influence and present to executive leadership team, including Ombuds Committee.
• Proven expertise in managing Ombuds programs and/or Compliance framework within complex, regulated environments (Owning an L3 Process from end to end).

Desired Characteristics

• Demonstrated experience leading a confidential case management function (ombuds, ethics, employee relations, investigations oversight, or comparable), including intake/triage models, documentation standards, and trend analysis.
• Experience defining and monitoring case handling metrics (cycle time, volume, themes, repeat drivers), QA controls, and reporting for senior leadership/committees.
• Strong knowledge of regulatory requirements, industry standards, and best practices in ethics and compliance functions.
• Demonstrated ability to provide strategic oversight for investigations and manage sensitive, confidential matters with discretion.
• Strategic thinker with strong problem-solving skills and a solution-focused mindset.
• Ability to collaborate effectively across complex, matrixed organizations and influence without direct supervisory authority.

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 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.

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

Risk Management