Director - Global Disputes Operational Performance (CODES)

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.

How will you make an impact in this role?

This is a key strategic role that requires extensive collaboration with Senior leaders and enterprise partner teams. The selected leader will work closely with Senior leadership, Operations Leaders, Product Owners & Product Champions to analyze evolving dispute trends, provide business intelligence, drive insights to bridge thoughtful strategy, detailed planning, process transformation to produce sustainable results that meet and exceed customer expectations. The role supports New Product launches, Enterprise Disputes Impact management and Network policy, products and data standards. The role also partners closely with operational leaders to drive control and risk mitigation practices.
• Lead for Global Business Integration for disputes – manage key enterprise changes for issuers, acquirers as well as new product launches
• Provide insights through analytics to drive improved margins, process / platform enhancements, policy improvements, REE, and customer satisfaction.
• Manage Dispute platforms including regulatory change management, enhancements, defect elimination and automation
• Drive business process automation by leveraging robotics and migrate existing bots to ACE
• Develop global reporting capabilities by introducing common definitions, consistency of reporting and consolidation of metrics.
• Provide thought leadership & execution excellence for key re-engineering initiatives across the CEN Disputes
• Will be responsible for project management of enterprise changes impacting disputes and will need to align all stakeholders and partners on planning
• Represent product and disputes process in network policy review board – review, analyze new policies, products and data standards
• Lead for Process Change and Control for CEN Disputes by executing governance and control strategies for all projects / change management to ensure operational alignment and PRSA / regulatory coverage
• Partner closely with Control and compliance teams to manage risk events and support business on all audits and exams.

Qualifications: • 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 • Strong understanding of Disputes processes and products is highly preferred • Strong Communication skills are required with demonstrated experience in presenting to multi-levels of leadership to represent the CEN Disputes in senior level discussions and sensitive regulatory or audit overviews. • Flexibility & Strong Collaborative skills working well across global business, Compliance & Risk Governance, and Operations Teams is critical to your success

Academic Background:
• Bachelor's Degree in any field
• Experience in policy and regulatory fields or multi-departmental initiatives and projects

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
• 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 your 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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