Manager - Regulatory & Business Operations, Merchant Servicing & Digital Experience

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.

Role Description

Reporting to the Director, Regulatory and Business Operations, the Manager, Merchant Servicing & Digital Experience will support a range of initiatives to support Merchant Acquisition and Client Management, in collaboration with multiple internal partners (GCO, Compliance, Servicing, Marketing and Pricing).

As part of the GMNS Regulatory and Business Operations team, the Manager, Merchant Servicing & Digital Experience will play a pivotal role in strengthening our risk culture, elevating business controls, and reducing operational risk across the Canadian market. This role is a combination of project management and execution, strategic thinking, risk mitigation, problem solving and superior relationship management skills.  This role will focus on partnering with our Merchant Servicing teams to deliver enhancements & servicing excellence.  The role may also support additional ad-hoc initiatives that support Acquisition and Client Management teams.

How will you make an impact in this role?

• Lead efforts within GMNS to ensure we continue to meet our regulatory requirements based on the Code of Conduct for the Payment Card Industry in Canada. This will include ongoing optimization of GMNS processes such as complaints handling, updates to policies, operating procedures, controls, Card Acceptance Agreement, training materials, and merchant communications.
• Vendor Management of the merchant Global Services (GS) relationship, overseeing GS adherence to GMNS service levels, operational excellence and compliance requirements for inbound merchant servicing calls and chat.
• Partner with GS to prioritize and implement merchant servicing enhancements to improve merchant Net Promoter Score (NPS) and Recommend to Friend (RTF) results, with focus on servicing improvements to ensure we are meeting Bill 96 French language requirements.
• Liaise with GS to resolve operational, satisfaction, or compliance-related issues.
• Oversee the complaints-handling process across GMNS and ensure timely resolution and reporting of Code-related complaints.
• In partnership with our digital team, support efforts to enhance & optimize the Digital Merchant Experience portal (DMX) for our Canadian Merchants.
• Lead & track surcharging & insolvency cases in partnership with key business partners; GCO, Risk, Compliance and Client Management.
• Support for PCI/W8 and Brand Protection requests/requirements.
• Manage and coach the performance and development of one direct report.

The successful candidate will have proven abilities to:

• Prioritize and execute initiatives to ensure on-time delivery within required scope and quality.
• Coordinate with local and central stakeholder groups to define and successfully implement projects on time and within the required scope and budget.
• Problem solve and effectively partner with multiple cross-functional stakeholders to achieve win-win outcomes.

Minimum Qualifications

• Strong project management and/ or project execution experience.
• Highly motivated individual who has exhibited success to effectively multi-task and lead projects end-to-end.
• Superior relationship building skills to work effectively across multiple cross-functional partners.
• Innovative thinking in improving processes & implementing solutions that both appeal to merchants and internal business partners, and are compliant with regulatory requirements.
• Strong written and oral communication skills.
• Ability to deal with ambiguity and changing priorities in a fast-paced environment.
• Knowledge of Blue Box business processes, Payment Industry and regulatory requirements is considered a strong asset.

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 
• 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 committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”).   If you have a disability and need accommodation, please speak with the Recruiter for more information.

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