Director, Operations Risk Management TWA 12 months

At American Express, our culture is built on a 175-year history of innovation, shareAt American Express, our culture is built on a 175-year history of innovation, sharedAt American Express, our culture is built on a 175-year history of innovation, shared 

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 Strategy & Enablement (GS&E), the Global Complaints & Privacy organization is a talented team of 800 colleagues who are responsible for managing the program, governance, resolution, escalation and reporting of complaints for much 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 Temporary Work Assignment (TWA) Director, Audit and Controls, will lead, inspire and motivate a geographically dispersed team, focused on managing our internal control program, leading internal and external audit requests, supporting our regulatory exam responses, serving as the main point of contact for any compliance reviews or challenges, and facilitating business requirements regarding any management action plans.

The TWA Director will build off a strong foundation which exists today, to ensure that the Global Complaints and Privacy teams are audit and exam ready. This will create a stronger overall compliant program and better meet regulatory expectations.

TWA is for 12 months.

Key Responsibilities Would Include:

• Lead internal and external audit requirements including but not limited to, responses, tracking, and cross BU collaboration.
• Lead regulatory exam support including creation of responses, management actions plans and support of Project Guardian.
• Manage and serve as the primary POC of any 2LOD reviews or challenges.
• Lead the oversight of the audit readiness program of non-direct GC&P complaint markets.
• Manage the GC&P internal control program, including the PRSA/RCSA, control monitoring and reporting, and external control testing
• Day-to-day production management of a global team of Peer Review Analysts, ensuring that we meet all regulatory requirements, and that we deliver exceptional customer and colleague experience.
• Building strong partnerships across all core Business Units (for example USCS, GCS, ICS, Global Servicing, Compliance, Technologies and their respective Issue Management teams etc.) to resolve and remediate issues identified through Complaints.
• Support in a consultatory capacity for any regulatory or program change management
• Identification of internal control gaps and escalating appropriately per our internal policies
• Leading large project management on behalf of GS and various global markets

Required Qualifications / Experience / Skills:

• 2 years experience with production leadership, preferably within Global Servicing
• 2 years experience with audit and exam support
• Demonstrated ability to design and implement processes to close regulatory / Compliance gaps.
• Ability to build relationships and influence colleagues at all levels of the organiz