Vice President - Global Disputes Servicing

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.

The Global Services (GS) is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision providing world’ best customer experiences every day. As part of GS, the Global Consumer Servicing & Fulfilment (GCSF) comprises of front line and back-office functions across the globe that play a vital role in helping GS achieve its vision of bringing membership to life through the acceleration of our transformation, enabled by our talent colleagues with a passion to serve.

As part of GCSF, Global Disputes Servicing (GDS) is responsible for handling billing disputes end to end across all markets. Billing Disputes is a critical moment of truth for our customers i.e card members and merchants. The team’s purpose is to strengthen customer relationships and safeguard their trust in American Express Brand by ensuring fair, transparent and efficient dispute resolution through guiding our customers, gathering complete information and conducting thorough investigations while meeting compliance, regulatory obligations and mitigating financial loss.

How will you make an impact in this role?

This Vice President – Global Disputes Servicing will lead the Disputes Back-office teams. The role is responsible for leading a team of ~800+ colleagues based across geographies, driving performance, ensuring best-in-class disputes experience for customers while driving innovation, transformation and culture of controls and strong governance. This is a unique opportunity to lead one of the most impactful global operations functions in GS, at the intersection of customer experience, regulatory & operational excellence rigor and innovation.

Principal Accountabilities:

• Run the day-to-day Operations – Ensure that the operations is running smoothly with strong focus on managing end-to-end disputes lifecycle and driving Operational Discipline, Customer metrics & robust capacity/inventory management.
• Oversee the execution of Control Management, leading strategies to detect operational risk within Disputes processes and set up a governance structure that ensures operational risks are identified, assessed, and managed in compliance with enterprise Operational Risk Management programs and regulatory standards. Embed a strong culture of control management and proactive risk identification across the team.
• Strategic transformation and Innovation: Partner with strategy, capabilities and tech teams to re-define how disputes are handled globally and build a next-gen process leveraging AI and advanced technology.
• Maintain and build strong partnerships across GS, as well as the GMNS business, CFR, Legal, Compliance, Technology, Country managers among others-critical for enabling a successful operation, support business initiatives and execute management actions.
• Lead, manage and inspire GDS leaders within the Operations team through effective coaching and feedback, have the right motivation level as well as innovative ideas that create engagement and followership through effective coaching and feedback.
• Driving a high-performance culture through strong leadership and inspire, motivate and influence large teams of Customer Care professionals & Leaders. Partner with the Colleague Experience Group (CEG) and Training teams to build recruitment and retention strategies to continuously strengthen and develop existing talent and build a strong pipeline for the future.
• Lead and support change management initiatives through effective communication, aligning change with organizational priorities, mitigating risks and demonstrate empathetic leadership.
• Leverage market insights and external trends to understand evolving regulatory landscape, new technology and strengthen disputes operations strategies.
• Ensure the American Express Blue Box values are continually implemented and demonstrated.

Minimum Qualifications

To be successful in this role, we are looking for the following competencies:

• 10+ years of leadership experience in Servicing operations, Servicing Strategy or customer service domains. Prior Experience in billing disputes and fraud domain is strongly preferred
• Proven success in leading large teams (300+) colleagues in a matrix organizational structure.
• Strong understanding of both Customer facing & back-office operations, including related metrics and demonstrate fungible skills that cut across complex work and specialist servicing.
• Demonstrated thought leadership and strategic thinking ability to create winning strategies.
• Expertise in process re-engineering, automation and AI enabled transformation.
• Strong relationship building skills with ability to effectively collaborate and work across multiple business groups, countries, cultures and functions to drive business decisions and meet shared goals.
• Self-starter, comfortable with ambiguity and a quick learner with ability to adapt to new situations.
• Clear and effective communication skills across all levels and ability to communicate across all mediums i.e. verbal, written and presentations.
• High degree of agility, decision making and problem-solving skills with a structured and outcomes-driven approach.
• Ability to collect, analyze and synthesize data to inform strategy and make day-to-day decisions.
• Demonstrated ability to support team development, strategic planning, and act as a champion of a positive organizational culture as a member of the GDS leadership team.

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 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.

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