American Express - Leader - Service Delivery

Why American Express?

There's a difference between having a job and making a difference.

American Express has been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don't make a difference without it.

Don't live life without it.

The Service Delivery Leader :

Job Responsibilities:

- The hired manager will be responsible for leading a team that is involved in :

- Regulatory and Procedural testing and driving strategic priorities.

- Lead a Team of analysts- employees

- Support Internal Audits and Process Reviews

- Assist as needed with US/International Audits.

- Responsible for Procedural and Regulatory testing

- Share key results and work with global peers to effectively close gaps in the process.

- Support Global Process Risk Self-Assessment process

- Lead key Recovery & Remediation processes.

- Work with the business to implement appropriate levels of controls

- Continuously test and review processes to ensure policies are being adhered 

- Demonstrate superior relationship skills with the proven ability to build effective relationships and influence key deliverables.

- Supervise consistent, deadline-driven project and task planning; create and enforce a standard approach for implementation.

- Build and maintain relationships with a network of key stakeholders and contacts across all business partners involved in new and existing projects, quality monitoring and project creation and implementation.

- Develop a significant understanding of end-to-end businesses and support and implement projects that impact these processes.

- Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

- Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

- Lead with an external perspective, challenge the status quo and bring continuous innovation to our existing offerings.

- Demonstrate learning agility, make decisions quickly and with the highest level of integrity.

- Lead with a digital mindset to enable operations to deliver the best customer experiences every day.

Qualifications:

- Minimum of 5 years of relevant experience

- Strong thought leadership, including the capacity to quickly understand critical linkages and business requirements or use cases

- Proven ability to resolve complex problems independently and work through ambiguity

- Excellent interpersonal, verbal and written communication skills to communicate effectively at all levels of an organization

- Strong influencing and collaboration skills, strategic planning and relationship development

- Ability to influence, gain support, resolve conflict and work in a matrixed organization

- Proven change agent, self-motivated with a demonstrated ability to drive results under tight timelines

- Ability to handle multiple tasks concurrently, with the ability to work independently and prioritize work to meet all timelines

- Demonstrated ability to successfully navigate continuously changing processes to support procedural needs and solve business problems

- Proficiency in Word, PowerPoint, Excel, and Visio

- Previous quality monitoring and compliance experience a plus

Shift timings - flexible