Director of Quality & Oversight - job 9 of 11

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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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