VP, Collections Digital & Mail Contact Strategy Leader

Role Summary/Purpose The VP, Collections Digital and Letter Contact Strategy will lead the development and analytics of collections contact strategies across Synchrony’s digital channels (mobile app, email, text) and letter channels. Using statistical methods, advanced analytics, and deep domain expertise, the VP will lead a global team of strategy analysts to continuously optimize data‑driven strategies, maximize collections performance, and ensure regulatory compliance and operational risk management. Core Responsibilities Own collections contact strategies for digital channels, letters, and statement messages for secured and unsecured consumer revolving and installment portfolios. Lead development, testing, and rollout of contact strategies for various sub‑populations, including business case development, approvals, partner implementation, controls, and reporting. Lead development of collections strategies for new client start‑ups, conversions, and new products. Map and analyze the current customer journey for written communications, develop new creatives/messages, and partner with client managers and IT for implementation. Champion adoption of next‑generation communication technologies such as mobile app messages, push notifications, and RCS, and assess digital opportunities like Text to Pay / Pay By Text. Use data‑driven insights to identify growth and improvement opportunities, keeping strategies agile and aligned with evolving customer behaviors and business goals. Drive automation and process excellence initiatives to enhance operational efficiency, improve customer engagement, and optimize collections outcomes. Apply generative and agentic AI technologies to advance predictive analytics, personalize communications, and refine collections strategies. Work with Collections Operations to prioritize, test, and roll out initiatives that reduce expenses and improve customer experience. Collaborate with Compliance and Legal to assess gaps for new laws and regulations, and lead implementation of necessary changes. Support the Collections strategy process, strengthening test design and monitoring. Ensure robust governance, processes, and controls, preventing, detecting, and remediating issues, and complying with company policies and control requirements for non‑model tools/strategies. Lead or co‑lead support for regulatory exams, audits, and reviews, explaining policies, strategies, tests, and reporting. Benchmark regularly and stay abreast of industry trends to identify emerging opportunities and risks. Perform other duties and/or special projects as assigned. Qualifications / Requirements Bachelor’s degree with a minimum of 8+ years of strategy, analytics, or credit risk management experience, or 12+ years of experience in lieu of a bachelor’s degree. 3+ years of direct people management experience. Advanced proficiency with data analytics and segmentation platforms (e.g., SAS, SQL, Python/R). Demonstrated success developing and executing strategy, testing protocols, and delivering measurable results in a regulated financial services environment. Strong relationship building, communication (verbal, written), and influencing skills; able to communicate with and influence executives. Strong PC proficiency (Microsoft Office suite including Word, Excel, PowerPoint, Outlook) or comparable software applications. Ability and flexibility to travel for business as required. Desired Characteristics Master’s degree (Business Administration or quantitative field). Collections and/or Recovery strategy experience in consumer lending, ideally credit card. 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. Compensation Salary range: $135,000.00 – $230,000.00 USD annually; eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted range will be based on work experience, skill level, and knowledge. Salaries are adjusted according to market in CA, NY Metro, and Seattle. Legal and EEO Statements 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. We will not sponsor visas for employment in the U.S. for this position. Legal authorization to work in the U.S. is required. Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples include modifying the application process, providing documents in an alternate format, using a sign language interpreter, or providing specialized equipment. For accommodations, please contact our Career Support Line at View phone number on click.appcast.io (Mon–Fri, 8 am–5 pm CST). #J-18808-Ljbffr Synchrony