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Governance Program Director

2 months ago

Dallas, Texas, United States Synchrony Full time
Job Title: VP, Language Equity Program Leader

Synchrony, a leading consumer financial services company, is seeking a highly skilled and experienced professional to lead its Language Equity Program (LEP) Governance Program.

Job Summary:

The VP, LEP Governance Program Leader will be responsible for developing, implementing, and managing the governance program to support Synchrony's governance around non-English language requirements, with a particular focus on Spanish.

Key Responsibilities:
  • Provide leadership and oversight for LEP requirements in accordance with regulatory expectations and industry best practices.
  • Drive a culture of proactive risk management across the entire company with respect to LEP customer interactions.
  • Foster collaborative relationships with various stakeholders across the company to train, identify, and oversee LEP governance requirements.
  • Lead a team of professionals in the execution of LEP governance activities, ensuring adequate cross-functional input, risk identification, control design, and signoff.
  • Collaborate across business lines to design, develop, and implement solutions that support the Bank's strategic goals related to Client offerings and the Bank's services for customers with limited English proficiency.
  • Develop and implement LEP Standards, including minimum requirements for functional/process areas in line with the enterprise governing policy.
  • Establish LEP Governance as a new L3 process and assume related Process Ownership responsibilities.
  • Define expectations to drive consistent application of LEP and Spanish language review(s) across various product lifecycles and other governance forums.
  • Review and understand function/process areas LEP and Spanish language procedures and job aids tied to LEP standard.
  • Develop and execute cross-functional Spanish Decision Forum.
  • Maintain inventory of Spanish language capabilities across clients by channel.
  • Monitor KRIs and KPIs related to LEP/Spanish and provide an aggregated view of Spanish language management across the company.
  • Develop and execute management reporting outlining the risks and controls related to the LEP Program, including the identification of emerging trends.
  • Collaborate with Client Oversight Program to drive and oversee Client Spanish language marketing.
  • Provide periodic updates on change management governance, including metrics and status to senior management, audit, and regulatory bodies, as required.
  • Ensure that teams adhere to relevant enterprise standards for risk management & governance requirements, including Synchrony's enhanced business change governance process.
  • Develop and maintain program level controls, monitoring practices, and related management reporting, including identification of emerging trends.
  • Monitor and analyze data related to LEP customer interactions and provide regular reports to management on program effectiveness and areas for improvement.
  • Stay informed about emerging trends and technologies in the field of language assistance services and identify opportunities for innovation and improvement.
  • Coordinate oversight and monitoring for relevant vendors/third parties with third-party risk management and appropriate business stakeholders.
  • Create and deliver training programs to bank employees to enhance their cultural competence and ability to assist LEP customers.
  • Partner with the Hispanic Strategy Team and Client Teams to assess the needs and preferences of LEP customers to ensure governance requirements are aligned to business needs and risks.
  • Partner with the Fair and Responsible Banking Team and other Risk teams to ensure the LEP program and activities that fall under its purview meet regulatory and industry expectations.
  • Partner with Compliance to maintain up-to-date knowledge of applicable laws, regulations, and industry standards related to LEP services, and ensure compliance.
Qualifications:
  • Bachelor's Degree.
  • In lieu of Bachelor's Degree, a high school diploma/GED and a minimum of 12 years of functional, risk, and/or process management experience in the financial services industry.
  • 9+ years of experience to include:
    • Experience with analytical, organizational, and decision-making responsibilities.
    • Experience in Financial Services.
    • Cross-functional team leadership experience.
    • Experience working in Governance, Regulatory, Audit, or Risk Management.
  • Strong knowledge of regulatory guidance, laws, rules, and regulations related to Limited English Proficiency (LEP), language assistance services, including Equal Credit Opportunity Act (ECOA) and UDAAP.
  • Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines.
  • Analytical mindset with the ability to gather and interpret data to drive program improvements.
  • Demonstrated ability to work collaboratively within a team and build relationships with internal and external stakeholders.
  • Cultural sensitivity and empathy to understand and address the unique needs of LEP customers.
Desired Characteristics:
  • Proficiency in a second language.
  • Proven leadership skills.
  • Experience in consumer financial services with exposure to a credit card or retail environment, or a regulated industry.
  • Strong experience in program management and processes, with successful experience influencing and leading cross-functional teams.
  • Proven experience with partnering, collaborating, and influencing across a large multilayered organization at all levels.
Salary and Benefits:

The salary range for this position is $150,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

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.