Manager - Operations Excellence

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Within Global Support Enablement & Control (GSEC), the Global Complaints & Privacy organization is a talented team of 800 colleagues who are responsible for managing the program, resolution, escalation and reporting of complaints for the majority of the enterprise. Additionally, the team fulfils Privacy Rights requests with adherence to GDPR and CCPA regulation and has responsibility for the execution of regulatory projects for Privacy Risk Oversight and Privacy related issues.

The Manager, Peer Review Americas, will lead, inspire and motivate a geographically dispersed team, focused on proactively reviewing complaints for accuracy of handling, identify uptraining needs and facilitating targeted uptraining.

The Manager will build off a strong foundation which exists today, to ensure that improvement opportunities identified in the complaints program are actioned and tracked. This will create a stronger overall compliant program and better meet regulatory expectations.

How will you make an impact in this role?

• Day-to-day production management of a global team of Peer Review Analysts, ensuring that we meet all SLAs and regulatory requirements, and that we are delivering exceptional customer and colleague experience.
• Collaborate across various markets, BUs, and lines of defense to enhance the current peer review process whilst expanding to markets that currently do not have a robust Peer Review.
• Strengthen end-to-end tracking and reporting of all opportunities identified through Peer Review to meet internal and regulatory expectations.
• Identify uptraining opportunities, develop training materials, and facilitate training to various levels of leadership
• Identification of internal control gaps and escalating appropriately per our internal policies
• Leading large project management on behalf of GS and various global markets

 Minimum Qualifications:

• Experience with production leadership, preferably within Global Servicing
• Demonstrated ability to design and implement processes to close regulatory / Compliance gaps.
• Ability to build relationships and influence colleagues at all levels of the organization.
• Exceptional verbal and written communication skills.
• Proven ability to effectively lead colleagues through significant periods of change
• Proven ability to effectively interface with stakeholders, auditors, and senior leadership both within the Bank and across the Enterprise.
• Demonstrated ability to make decisions independently, work well under pressure, meet deadlines, and adapt easily to frequent change.
• Strong people leadership experience in building, managing and developing high-performing, diverse teams.

Salary Range: $90,000.00 to $165,000.00 annually + bonus + 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.

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