Unlock Your Potential with American Express: A Global Leader in Financial Services
At American Express, we're not just a company; we're a community of innovators, thinkers, and doers who are passionate about making a difference. With a rich history spanning over 170 years, we've established ourselves as a global leader in the financial services industry, renowned for our commitment to customer satisfaction, diversity, and inclusion. As a member of Team Amex, you'll be part of a dynamic and diverse group of professionals who are dedicated to providing exceptional customer experiences, driving business growth, and making a positive impact on the communities we serve.
About the Role: Director - Global Disputes Operational Performance
We're seeking an experienced and strategic leader to join our Global Disputes Operational Performance team as a Director. In this critical role, you'll play a key part in driving business growth, improving operational efficiency, and enhancing customer satisfaction. As a senior leader, you'll collaborate closely with senior executives, operational leaders, product owners, and product champions to analyze dispute trends, provide business intelligence, and drive insights that inform strategic decision-making.
Key Responsibilities:
- Lead global business integration for disputes, managing key enterprise changes for issuers, acquirers, and new product launches.
- Provide actionable insights through analytics to drive improved margins, process enhancements, policy improvements, and customer satisfaction.
- Oversee dispute platforms, including regulatory change management, enhancements, defect elimination, and automation.
- Drive business process automation by leveraging robotics and migrating existing bots to ACE.
- Develop global reporting capabilities by introducing common definitions, consistency of reporting, and consolidation of metrics.
- Provide thought leadership and execution excellence for key re-engineering initiatives across the CEN Disputes.
- Manage project management of enterprise changes impacting disputes, aligning stakeholders and partners on planning.
- Represent product and disputes process in network policy review board, reviewing, analyzing new policies, products, and data standards.
- Lead process change and control for CEN Disputes, executing governance and control strategies for all projects/change management.
- Partner closely with control and compliance teams to manage risk events and support business on all audits and exams.
Qualifications and Skills:
To succeed in this role, you'll need to possess a unique blend of skills, experience, and qualifications. We're looking for someone with:
- Strong analytical and problem-solving skills, with the ability to manage multiple projects simultaneously.
- Demonstrated experience with enterprise/cross-BU initiatives, data analytics, policies, and regulations, project management, and people leadership.
- Process-related experience, preferably leading projects/CEN business teams.
- A strong understanding of disputes processes and products (highly preferred).
- Excellent communication skills, with experience presenting to multi-levels of leadership.
- Flexibility and strong collaborative skills, working well across global business, compliance, and risk governance, and operations teams.
In terms of academic background, we're looking for a candidate with a:
- Bachelor's degree in any field.
- Experience in policy and regulatory fields or multi-departmental initiatives and projects.
What We Offer:
At American Express, we believe in supporting the well-being of our colleagues and their loved ones. Our comprehensive benefits package includes:
- Competitive base salaries.
- Bonus incentives.
- Support for financial well-being and retirement.
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
- Generous paid parental leave policies (depending on location).
- 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.
Career Growth and Development:
At American Express, we're committed to helping our colleagues grow and develop in their careers. As a Director - Global Disputes Operational Performance, you'll have access to a range of career development opportunities, including:
- Training and development programs.
- Mentorship and coaching.
- Opportunities for career advancement.
- Cross-functional training and exposure.
Our Culture and Values:
At American Express, we're proud of our culture and values, which are centered around:
- A commitment to customer satisfaction.
- A passion for innovation and excellence.
- A dedication to diversity and inclusion.
- A focus on teamwork and collaboration.
- A culture of integrity and ethics.
Why Join Us?
If you're a motivated and experienced leader looking for a challenging and rewarding role, we want to hear from you. As a Director - Global Disputes Operational Performance at American Express, you'll have the opportunity to:
- Drive business growth and improve operational efficiency.
- Collaborate with senior leaders and cross-functional teams.
- Develop and implement strategic initiatives.
- Enhance customer satisfaction and experience.
- Grow and develop in your career.
We're an equal opportunity employer and make 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. Our commitment to diversity and inclusion is unwavering, and we're dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed.
If you're ready to take your career to the next level and join a team of like-minded professionals, apply now for the Director - Global Disputes Operational Performance role at American Express.
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