Vice President – Global Disputes Servicing

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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.

You Lead the Way. We've Got Your Back.

The Global Services (GS) iscomprisedof several interconnected business units which collectively provide service on a global scale, playinga central rolein helping American Expressachieve its visionproviding world best customerexperiencesevery day.As part of GS, theGlobal Consumer Servicing &Fulfilment(GCSF)comprises of front line andback-officefunctionsacross the globethatplay a vital role inhelping 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 forhandling billing disputes end to end across all markets.Billing Disputes is a criticalmoment of truthfor our customersi.e.card members and merchants.The team's purpose is tostrengthen customer relationships and safeguard their trust in American Express Brandby ensuring fair,transparentand efficient dispute resolutionthrough guiding our customers, gathering completeinformationand conducting thorough investigationswhilemeeting compliance, regulatory obligationsand mitigatingfinancial loss.

ThisVice President- Global Disputes Servicingwill lead theFrontlineDisputesVoiceteams.This teamaims to bring the American Express brand to life during the Disputes journey for our card members and merchants by ensuring effective intake of the disputes and differentiating from competition by providing best in class experience using the power of our closed loop.The roleis responsible forleading a team of 800+ colleaguesbased acrossgeographies,driving performance,ensuring best-in-class disputes experience for customers while driving innovation, transformation andculture ofcontrolsand 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 excellencerigorand innovation.

Principal Accountabilities:

• Run theday-to-dayOperations -Ensure that the day-to-day operations is running smoothly with strong focus on Production, metrics andidentifyissues and implement action plans whererequired.

• Strategic transformationand Innovation:Partner withstrategy,capabilitiesand tech teams tore-define how disputesintakeare handled globally& across channels. Build a next-gen processleveragingAI andadvanced technology.

• Develop end-to-end operational strategies to reduce demand, elevate Card Member experience especially during disputes intake, reduce journey friction points, create differentiated experience, andleveragethe power of closed loop.

• Maintain and build strong partnershipsacross GSand outside GSto enablea successful operation, support businessinitiativesand 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 createengagement andfollowership through effective coaching and feedback.

• Driving a high-performance culture through strong leadership and inspire,motivateand influence large teams of Customer Care professionals & Leaders.Partner with the Colleague Experience Group (CEG) and Training teams to build recruitment and retention strategiesto continuously strengthenand develop existingtalentand build a strong pipeline for the future.

• Lead and support change management initiatives through effective communication, aligning change with organizational priorities, mitigating risks,anddemonstratingempathetic leadership.

• Leverage market insights and external trends tounderstand evolving regulatory landscape,new technologyandstrengthendisputesoperations strategies.

• 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 areidentified, 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.

• Ensure the American Express Blue Box values are continually implemented anddemonstrated.

Minimum Qualifications:

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

• 10+years of leadership experience inServicingoperations, ServicingStrategyor customer service domains

• Proven success inleading large teams (300+) colleagues in a matrix organizational structure.

• Strong understanding of bothCustomer facing & back-office operations,includingrelated metrics anddemonstratefungible skills that cut across complex work and specialist servicing.

• Demonstratedthought leadership and strategic thinking ability to create winning strategies.

• Expertisein process re-engineering, automation and AI enabled transformation.

• Strong relationship building skills with ability to effectively collaborate and work across multiple business groups, countries,culturesand 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 andabilityto communicate across all mediumsi.e.verbal, written and presentations.

• High degree of agility, decision making and problem-solving skillswith a structured and outcomes-drivenapproach.

• Ability to collect,analyzeand synthesize datato 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 theGDSleadership 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

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