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Director of Quality & Oversight - job 6 of 11

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard, and feels like they belong.

Join Team Amex and let's lead the way together.

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants around the world who welcome American Express-branded Cards. The Quality & Oversight team within the Merchant Services – U.S. business is dedicated to ensuring customer-facing teams are effectively positioned to identify, remediate, and reduce operational risk.

This Director of Quality & Oversight position will report to the Vice President of Quality & Oversight and be responsible for the client and partner management and marketing organizations within MS - U.S. This is a newly created team in the business, designed to play a pivotal role in shaping our strong risk management culture and to define our strategy and compliance efforts for the U.S. This Director will monitor and assess robust processes and procedures across client management and marketing and lead the design and implementation of initiatives to ensure the business is effectively managed in accordance with risk appetite. This Director will also lead on mitigation of new risks as they arise, in accordance with the company’s risk framework and policy and drive consistency efforts and special projects.

Key partners include U.S. Merchant Acquisition and Client & Partner Management, Marketing, Control Management, Legal and Compliance teams (among others).  

 Responsibilities:

  • Support the development & roll out of enhanced and streamlined MS-U.S. quality & oversight support model to ensure Client Management and Marketing compliance with enterprise policies

  • Drive results through a team including at least one Sr. Manager and a Risk Analyst

  • Lead broad consistency efforts across the teams, driving compliance and controls efficiency and while supporting stakeholders as they progress in scorecard focus areas

  • Develop and publish formal guidance on matters related to risk management in support of broader MS-U.S. organization.

  • Serve as primary liaison for Client Management and Marketing stakeholders in providing guidance on risk management, governance, and business operations related questions.

  • Support formal / informal audits and inquiries into MS – U.S. and serve as a liaison for relevant field teams.

  • Work with partners to ensure processes are appropriately owned and documented and trainings, tools and resources reflect current rules & guidance for MS-U.S. colleagues.

  • Lead special projects in support of risk management, audit outputs, etc.

  • Lead and develop broad reaching risk management solutions to address improvement areas across various Control Management initiatives.

  • Oversee and maintain a robust control environment to monitor risk.

  • Serve as a primary partner with Control Management on key items including but not limited to PRSAs, SOPs, document retention monitoring, Operational Risk Events (OREs), Corrective Action Plans (CAPs), and Management Action Plans (MAPs), etc.

Qualifications:

  • Decisive Self-Starter with high degree of accountability and experience leading matrixed teams through change.

  • Executive presence with ability to exercise sound business judgment and clear, independent decision-making.

  • Strong communication skills to lead, influence, and build consensus among senior leaders across different business groups.

  • Outstanding project management and relationship management skills to collaborate closely with partners at various levels of seniority.

  • Ability to manage multiple complex items simultaneously. 

  • Experience leading cross-functional or broad stakeholder teams, driving towards goals in time-sensitive and rapidly changing situations. 

  • Experience working with Control Management, GCO, Compliance, Risk, and/or Internal Audit. 

  • BA/BS Degree Required, MBA Preferred. 

      Salary Range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + benefits

      The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

      We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

      • Competitive base salaries 
      • Bonus incentives 
      • 6% Company Match on retirement savings plan 
      • Free financial coaching and financial well-being support 
      • Comprehensive medical, dental, vision, life insurance, and disability benefits 
      • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
      • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
      • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
      • Free and confidential counseling support through our Healthy Minds program 
      • Career development and training opportunities

      For a full list of Team Amex benefits, visit our Colleague Benefits Site.

      American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

      We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

      Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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      Average salary estimate

      $167500 / YEARLY (est.)
      min
      max
      $130000K
      $205000K

      If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

      What You Should Know About Director of Quality & Oversight, American Express

      At American Express, we're inviting a dynamic Director of Quality & Oversight to join our team! If you’re enthusiastic about shaping risk management culture and leading innovative compliance initiatives, this role is for you. You'll have the opportunity to oversee client management and marketing organizations while collaborating with key stakeholders to drive results and ensure robust governance. Your leadership will play a pivotal role as you guide a talented team while tackling operational risks in our Global Merchant Services division. Here, we value unique career paths, offering you a chance to develop professionally while enjoying a supportive environment. American Express is all about fostering community and success, where your contributions are celebrated. As you navigate through strategic initiatives and design effective oversight processes, you'll impact not just our operations, but our customers' experiences as well. From managing audits to driving consistency across teams, the diverse responsibilities will keep you engaged and inspired. Enjoy a competitive pay range of $130,000 to $205,000 annually, alongside a bounty of benefits that prioritize your holistic well-being. Whether it’s flexibility in your work schedule or comprehensive health options, we’ve got your back every step of the way. If you're ready to take charge of quality and oversight, join American Express and help us lead the way to exceptional customer experiences together.

      Frequently Asked Questions (FAQs) for Director of Quality & Oversight Role at American Express
      What are the main responsibilities of the Director of Quality & Oversight at American Express?

      As the Director of Quality & Oversight at American Express, you will be responsible for leading the Quality & Oversight team within the U.S. Merchant Services division. Your duties will include overseeing client and partner management, developing compliance strategies, and driving operational risk mitigation initiatives. You'll work closely with various stakeholders, ensuring processes align with corporate policies while supporting audits and inquiries within the organization.

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      What qualifications are needed for the Director of Quality & Oversight position at American Express?

      To qualify for the Director of Quality & Oversight role at American Express, candidates should have a BA/BS degree as a minimum requirement, with an MBA preferred. Ideal candidates will possess strong leadership skills, a decisive self-starter attitude, and robust project management abilities. Previous experience in Control Management, Compliance, and Risk Management, along with effective communication skills, is essential for success in this role.

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      How does the Director of Quality & Oversight contribute to risk management culture at American Express?

      The Director of Quality & Oversight will be instrumental in shaping and nurturing a robust risk management culture at American Express. By overseeing compliance initiatives and collaborating with broader business teams, you will ensure that quality oversight processes are aligned with risk appetite. Your role will include developing guidance documents, leading risk management solutions, and monitoring the overall control environment to maintain high operational standards.

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      What type of team would the Director of Quality & Oversight manage at American Express?

      In the Director of Quality & Oversight role at American Express, you'll manage a dedicated team which includes at least one Sr. Manager and a Risk Analyst. This team will work closely with you to implement effective oversight processes, ensure compliance with risk management strategies, and drive continuous improvement in operational practices for the U.S. Merchant Services division.

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      What is the salary range for the Director of Quality & Oversight role at American Express?

      The salary range for the Director of Quality & Oversight position at American Express is between $130,000 and $205,000 annually, depending on various factors such as your experience, location, and job-related factors. In addition, the total compensation package may include bonuses, equity, and a comprehensive benefits package designed to support your overall well-being.

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      Common Interview Questions for Director of Quality & Oversight
      What strategies would you implement to enhance risk management processes as the Director of Quality & Oversight?

      To enhance risk management processes, I would first conduct a thorough assessment of current practices, identifying areas requiring improvement. I would implement standardized risk guidelines, ensure regular communication among teams, and introduce training resources to keep everyone on the same page. Additionally, fostering an open culture for discussing risks and sharing insights would be vital.

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      How do you prioritize projects when managing multiple complex items in your role?

      I prioritize projects by conducting a detailed analysis of their impact, urgency, and resource availability. Using a risk matrix or project management software, I can visualize which projects align best with strategic goals. Clear communication with stakeholders helps set expectations and allows me to adjust priorities as circumstances change.

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      Can you describe a time you effectively led a matrixed team through change?

      In a previous role, I led a matrixed team undergoing major system changes. I first ensured alignment on objectives by meeting with team leads to gather input. Then, I facilitated regular update meetings, created a shared platform for feedback, and encouraged open dialogue, which helped motivate the team and ensured successful project implementation amidst the change.

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      What experience do you have in collaborating across different business groups?

      Throughout my career, I've worked extensively with various business groups, including Compliance, Risk Management, and Operations. For instance, in my last position, I led a joint initiative with Compliance to streamline risk assessment processes, which required regular consultations and workshops to align our objectives. This collaboration resulted in increased efficiency and strengthened inter-department relationships.

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      How do you ensure compliance with enterprise policies in your oversight processes?

      To ensure compliance, I would establish a framework of regular audits and oversight reviews to assess adherence to enterprise policies. Additionally, I would prioritize training and resources made available to the team, keeping everyone informed of compliance expectations, and fostering a culture where questions and clarifications are encouraged.

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      What is your approach to developing and publishing risk management guidance?

      My approach to developing risk management guidance involves first identifying key risk areas and gathering input from various business stakeholders. I would then draft clear, concise documentation that incorporates best practices and compliance requirements. Regularly updating this guidance based on feedback and changing regulations is crucial in ensuring its effectiveness.

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      Describe a successful project you led related to quality oversight.

      In a recent role, I led a project aimed at enhancing compliance across client management processes. I initiated a collaboration with key stakeholders, mapped out existing issues, and implemented a quality review process. This not only improved accountability but also resulted in a 30% reduction in compliance-related incidents over six months.

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      How do you keep up with industry changes related to risk management?

      I stay updated by subscribing to industry newsletters, participating in relevant webinars, and being actively involved in professional organizations focused on risk management. Networking with peers and attending conferences also provides valuable insights into industry trends and evolving best practices.

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      What methods do you use to assess operational risk within your team?

      I use a combination of quantitative and qualitative methods to assess operational risk. This might include reviewing historical data for incidents, conducting risk assessments, and engaging in discussions with team members to identify potential vulnerabilities. Regular monitoring through performance metrics helps gauge risk trends and informs necessary adjustments.

      Join Rise to see the full answer
      Why do you believe a strong risk management culture is critical for organizations?

      A strong risk management culture is vital because it empowers employees to recognize and address risks proactively. It fosters a sense of shared responsibility, encourages open communication, and enhances organizational resilience in dealing with uncertainties. This ultimately contributes to better decision-making and long-term sustainability for the business.

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      4373 jobs
      MATCH
      VIEW MATCH
      BADGES
      Badge Family FriendlyBadge Office VibesBadge Work&Life BalanceBadge Rapid Growth
      CULTURE VALUES
      Inclusive & Diverse
      Empathetic
      Collaboration over Competition
      Growth & Learning
      Transparent & Candid
      BENEFITS & PERKS
      Medical Insurance
      Dental Insurance
      Mental Health Resources
      Life insurance
      Disability Insurance
      Child Care stipend
      Employee Resource Groups
      Learning & Development
      FUNDING
      SENIORITY LEVEL REQUIREMENT
      TEAM SIZE
      EMPLOYMENT TYPE
      Full-time, hybrid
      DATE POSTED
      April 21, 2025

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