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Description

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 we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you’re finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path.

American Express National Bank is American Express’ U.S. banking operation, representing more than 60% of the company’s revenues through consistent payments, financing, and savings products. Led by the Chief Operating Officer, AENB HQ drives the administration of programs and services provided by AENB, in partnership with Bank affiliates and executive officers. In addition, the team is responsible for helping AENB attain all established operational and financial goals as well as ensuring ongoing adherence with laws and regulations governing Bank policies and procedures.

The AENB Strategy and Execution Team includes multiple functions within AENB HQ including AENB Strategic Plan and Bank Products, the Enterprise Project Management Office (EPMO), and the AENB Customer Remediation Strategy.

The objective of the Customer Remediation Strategy Team is to effectively serve as the business product owner of certain platforms and processes used to execute customer remediations and to establish centralized strategies and protocols concerning financial and non-financial remediations to ensure we deliver on our promises to customers in a complete and accurate manner.

The AENB Strategy and Execution Team is looking for a Director of Business Execution, Customer Remediation that has broad enterprise knowledge about customer products and value propositions, systems capabilities, data literacy, internal controls, regulatory expectations, project management and issue management to lead a diverse team of high-performing professionals focused on ensuring Customer Remediation is executed in an accurate and complete manner across all Lines of Business. It will involve extensive collaboration with multiple partners across numerous business units, including product and technology teams, as well as across lines of defense including working closely with operational risk oversight in the Second Line.

How will you make an impact in this role?

• Identify and build the right team that will create a sustainable and effective structure to execute Customer Remediation Strategy first for AENB and, in time, at the Enterprise level.

• Understand different products and value proposition constructs including those that involve offers, benefits and rewards, and design and implement strategies and protocols to drive accurate and complete remediations consistent with those constructs.

• Understand applicable oversight and governance policies and frameworks that impact remediation strategies.

• Develop strategies and protocols with appropriate controls to drive accurate and complete remediations and clear accountabilities across First Line business units.

• Develop, administer, and implement comprehensive training initiatives that effectively drive adoption of Customer Remediation Strategy protocols with clear accountabilities across a matrixed organization.

• Ensure remediation strategies and protocols align with customer product features and value propositions as they evolve.

• Be a key leader for sharing enterprise perspectives and insights, best practices, themes, etc. across the enterprise.

Minimum Qualifications

• 8 Years experience in operational and/or compliance risk management, product development and/or change management

• Regulatory experience, particularly involving customer remediation, preferred

• Excellent project management, communication, and interpersonal skills, with an ability to interact and obtain buy-in from senior BU/tech counterparts

• Experience within financial services industry

• Strong analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

• Demonstrated history and ability to manage teams spread over geographies and with varying backgrounds

Preferred Qualifications

• Bachelor's Degree in Finance, Business, or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

• Experience in at least one of the following:

• Translating strategies into execution guidelines

• Tracking and identifying issues with Key Risk Indicator (KRI) limits and risk appetite to ensure relevant risks are managed within agreed thresholds

• Implementing change management frameworks

• Creating, communicating and ensuring understanding and adherence to procedures and standards

• Second line or audit experience concerning effective implementation of centralized strategies and protocols with appropriate controls across a matrixed organization

Qualifications

Salary Range: $150,000.00 to $225,000.00 annually bonus equity (if applicable) 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.

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

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

• 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.

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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Job: Product

Primary Location: US-New York-New York

Schedule Full-time

Req ID: 25001743