Director - Global Policy Monitoring

The Policy Monitoring Team is part of the GMNS Global Strategy, Operations, and Performance organization and is responsible for enforcing & monitoring adherence to American Express policies by Network partners and merchants as documented in the AEGNS Business & Operational Policies (BOP), Global Merchant Services (GMS) Merchant Policies and other related policies. The Director will lead operational policy adherence programs, enforcement activities and governance activities. These programs and activities are critical to strengthening overall Network Compliance performance, increasing customer satisfaction and protecting the American Express brand.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our 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.

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

Qualifications

• Graduate/Postgraduate in Business Management, Operations, Computer Applications, Information Systems or related degrees preferred with 10+ years post qualification experience.

Key Skills

• Policy Compliance Operations, Brand Protection, Audit Management, Risk and Project Management experience preferred.
• In-depth understanding of the American Express Network (GNS) Policy and/or Merchant Policies and business model including the processes and terminologies.
• Excellent Communication skills and Data Visualization abilities is required
• Ability to create compelling presentations and have influencing skills
• Able to take lead and initiative, should be a self-starter with strong eye towards detail and organizational skills.
• Ability to demonstrate personal excellence and drive results; have growth mindset.
• Demonstrate the eagerness to learn and have problem solving skills along with the eye towards improving current processes.
• Strong people leadership experience.
• Demonstrated experience driving AI and Automation initiatives.
• MS Office skills (specifically Excel, Word, PowerPoint and Visio).
• Familiarity with MIS systems a plus.
• Knowledge of Network payments and industry best practices preferred.

• Lead a team to manage monitoring and remediation activities and govern policy compliance programs including Network Participant performance monitoring.
• Understanding Network Participant relationships and collaborate with Partner Managers, Regulatory Compliance, GMNS Policy & Data Standard teams to drive Network policy compliance by Issuers & Acquirers (GMS & GNS).
• Analyzing data on Network Participant performance, and identifying trends, gaps and opportunities areas and taking them to logical conclusions.
• Supporting process improvements to enhance programs and improving policy adherence processes in coordination with other key stakeholders.
• Providing support on compliance related governance activities like Partner Non -compliances fees assessment, Risk Assessment and Mitigation
• Produce and enhance regular reporting/metrics on policy compliance programs to support leadership and key stakeholders.
• Act as a subject matter expert on policy adherence programs and be the process point of contact at team discussions and regional meetings.
• Collaborate with vendors and internal stakeholders to deliver results across Brand Protection, Data Quality, and Data Security initiatives across GMNS.