VP, Ombuds & Ethics

Synchrony•Orlando, FL

3d•Hybrid

About The Position

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.

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).

Nice To Haves

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.

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.