VP, Insights & Data Governance

Role Summary & Purpose

The VP Insights and Data Governance role is responsible for leading multiple functions, work streams, and teams to deliver diverse initiatives and provide key drivers and analysis on the entire suite of servicing across the SYF portfolio and operational insights influencing performance. The leader will combine deep knowledge of financial services, operations and collections domain expertise and advanced analytics to optimize decision making, influence business and functional strategy, and engage with SYF customers.

The role will utilize analytical, strategic and influencing skills to create an analytical framework using predictive modeling techniques including data lake and big data. The VP is a thought leader in the team, asking questions and proposing ideas to test new concepts. The VP initiates and leads these projects, working closely with stakeholders throughout the process, from initial discussions to execution and performance measurement within established rigor.

• Develop visionary and holistic insights and analytics to match SYF’s brand and values by leveraging performance drivers and operational insights.
• Deliver portfolio performance drivers including impact to the customer experience, cost/efficiency and operational insights. Partnering with Enterprise Servicing, Collections, Forecasting/Capacity planning and WPO on performance, associate and customer impact and operational efficiencies.
• Provide leadership, including ELT members, centralized view on the congruence of underlying macro, portfolio dynamics, operational performance and its impact on delinquency performance in a clear and succinct manner.
• Leverage data analytics to develop, design and back‑test performance drivers to leverage trends in the forecast.
• Plan/create and implement one source of truth on insights across enterprise servicing/collections and operational solutions.
• Lead ideation and adoption of best‑in‑class methodologies, processes, tools and infrastructure to enhance understanding of underlying performance drivers.
• Complete regular benchmarking and actively participate in industry groups. Stay abreast of macro environment and industry trends to identify opportunities and risks.
• Use structured problem solving to troubleshoot, identify root causes, develop action plans and impact.
• Enable self‑service analytics and unified reporting platforms for servicing leaders and teams.
• Evangelize data literacy and foster an enterprise‑wide culture of data‑driven decision making.
• Incorporate new data elements such as NPS, customer journey analytics, complaints, customer preferences and other non‑traditional data sources or channels to develop portfolio performance monitoring.
• Provide thought leadership in the areas of strategy and data analytics to the team through utilization of data lake, machine learning, data mining and operational expertise.
• Strong background in successful communication with senior leadership teams in a clear, concise manner.
• Develop and lead the data governance strategy for servicing functions, ensuring data quality, consistency, security and compliance.
• Establish data stewardship and ownership practices, collaborating with stakeholders to define data standards, policies and protocols for enterprise servicing systems.
• Design and implement data quality monitoring, metadata management and data lineage solutions to increase trust and transparency in servicing‑related data.
• Perform other duties and/or special projects as assigned.

• Bachelor’s Degree in Business, Operations, Analytics or related field; or in lieu of a degree, 14+ years of progressive experience at the leadership level in the areas of financial services, customer service and enterprise operations.
• Minimum of 10+ years of progressive experience at the leadership level in the areas of financial services, customer service and enterprise operations.
• Ability to demonstrate strong leadership across organizational levels and functions, execution of key business priorities, and process improvement contributions with a strong focus on innovation leadership.
• Ability to travel up to 30% as needed…