Job
Description
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? International Card Services (ICS) Risk & Control is looking for a Manager ICS Complaint Governance with specific focus on establishing the ICS governance and oversight program relating to complaints in line with the requirements of AEMP71. It will involve extensive collaboration with multiple partners across Global Servicing Group, International markets and legal entities and ICS Control Management. The Manager ICS Complaint Governance will: Support the ICS Complaints Governance lead supporting the governance on behalf of International Legal Entities (LEs) and ensuring that local leadership and governance forums (including ICS LE Control Management) have full oversight of the program and outcomes Serve as the go-to subject matter expert within ICS, on the Complaints Governance Program Review and analysis of complaint volumes and trends, and provide actionable insights to manage trends and risks to ICS leadership Addressing and escalating complaint themes in accordance with Complaint Program Requirements and referring them to ICS and LE leadership as appropriate Maintaining appropriate records of complaint resolution and program adherence and working with first, second- and third-line teams to ensure robustness Consult on implementation of controls tailored to areas of focus, and provide broader input on the area of risk Be a Complaint SME sharing insights, better practices, themes, for programs The Manager, Complaints Governance will: Design, Implement and continuously improve the ICS Complaint Governance structure Collaborate with business and key stakeholders to define action plan based on potential issues identified from Complaints root cause analysis Work with business partners to track resolution of potential issues identified Support oversight of Complaint capture teams to ensure quality thresholds are being met and compliance with procedures and regulatory guidelines Develop and facilitate training, communication, and awareness around the Complaints Management Program Collaborate with key stakeholders on cross-functional teams including but not limited to GSG intake channels, Line of Business Compliance, Market Compliance, Complaint Program Office, Legal Entity teams, Capabilities and Technologies to ensure all business needs and mandatory compliance, legal and employee requirements are met. Act as the key liaison for internal audit requests and regulatory exam regarding ICS Complaint Support the ICS Complaints Management Program internationally, as per the AEMP 71 (Enterprise-Wide Complaint Management Policy) Support compliance in markets with any current regulatory / market requirements Support markets to be aware of any future regulatory / market requirements Collaborate with other risk programs to support strategic initiatives Required Qualifications: 5+ years of experience in operational risk management (e.g., within Risk and/or Internal Audit function) and understanding critical operational risk management lifecycle activities Strong Program/ Project management, communication, and interpersonal skills Experience in process governance, establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards Experience in Quality Assessment, Root cause analysis, building action plans for issues and events or other Risk programs Strong stakeholder management - Ability to build working relationships with key business stakeholders and business SMEs. Lead the governance structure that drives clear ownership, decision making, and risk management. Complaint Experience- Knowledge of complaint handling, research and reporting Knowledge of these tools is very helpful: Global Complaints on CLIC (GCOC), ICARE, Salesforce, Tableau Strong Microsoft advance Excel, Presentation skills and Reporting Knowledge Strong communicator, with experience of engaging with key stakeholders globally. Preferred Qualifications: Bachelor s degree in finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous Experience in at least one of the following: Subject matter expertise within the BU on identifying key risks, trends, and process improvements Facilitating activities to comply with enterprise policies and programs Provide advisory to business based on themes generated from Complaints analytics Experience in the financial services industry
