Director, Complaints Management

2 months ago

Old Toronto, Canada American Express Full time
Job Description:

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

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

This position reports to the Vice President, Complaints & Insights within Global Servicing Group Strategy & Enablement Team. The Global Customer Research Solutions department (GCRS) supports a wide variety of processes and sensitive activities such as managing highly complex escalations on behalf of senior executives, researching, and addressing consumer inquiries submitted through a variety of regulatory agencies and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements.

The successful candidate will have direct oversight of specialized complaint resolution teams in Canada, Mexico & Spain and serve as the Regional Operational Lead for LACC responsible for market complaints. Responsibilities include but are not limited to driving year over year operational performance improvements, developing and executing process strategies, identifying and strengthening process controls, identifying complaint trends and themes through complaint data analysis, and providing regular insightful commentary updates across a wide-ranging set up internal forums. The process is seeking a visionary leader who is has a passion for delivering an improved customer experience, is an agent for change, has an orientation for process transformation and has a proven track record of effective people leadership with clear examples of bringing others along on the journey.

Key Responsibilities (Canada):
  • Provide direct line leadership to the Canada hub complaint resolution teams with 20 + GCRS colleagues.
  • Support and execute various requirements as outlined by the complaint governance framework & the Complaint Program Office to enable standardization of process and policy.
  • Work in close conjunction with second line for delivery of key regulatory reporting.
  • Partner with the Chief Complaints Officer in the market to deliver against the complaint program office deliverables.
Key Responsibilities (Mexico, IDC & Argentina):
  • Provide direct line leadership to the Mexico hub complaint resolution teams with 20+ GCRS colleagues in Mexico.
  • Deliver against the priorities of each of the products and markets of Mexico, IDC & Argentina.
  • Support and execute various requirements as outlined by the complaint governance framework to enable standardization of process and policy.
  • Work in close conjunction with second line for delivery of key regulatory reporting.
  • Manage the Le Une responsibilities for the market of Mexico alongside Peer Review, Inventory management support.
Key Responsibilities (Spain):
  • Provide direct line leadership to the Spain hub complaint resolution teams situated out of Spain.
  • Support and execute various requirements as outlined by the complaint governance framework to enable. standardization of process and policy.
  • Work in close conjunction with second line for delivery of key regulatory reporting.
  • Manage Peer Review, Inventory management support.
Role Expectations:
  • Drive an inclusive colleague culture where colleagues utilize a growth mindset to maintain a Customer First approach.
  • Collaborate with key stakeholders across multiple teams to ensure business needs and mandatory compliance, legal, and colleague requirements are met.
  • Ensure the strategic approach and delivery is aligned to the guiding principles of the Global Servicing Group.
  • Interact directly with Senior Leaders, providing case diagnostics with a strict focus on turnaround time and keen focus on customer journey friction points.
  • Perform varying responsibilities in support of executing and evolving strategic initiatives tied to process efficiencies and enhancements.
  • Evolve process strategies with the purpose of identifying friction point trends within the customer and colleague journey.
  • Present and package findings to senior leaders across multiple lines of business.
  • Deliver monthly/quarterly reporting packages around the health of the regulatory and executive complaint process.
  • Support audit and exam requests serving as a process lead.
  • Represent American Express at external forums and utilize learnings to incorporate external perspectives.
Qualifications:
  • Bachelor’s degree or above.
  • Minimum of 10 years of experience as a respected people leader with applicable operational technical skills and ability to engage and lead large diverse teams, displaying consistent, role model leadership behaviours.
  • Broad knowledge of financial products and services.
  • Extensive experience in handling customer-related processes, controls, matters and/or complaints.
  • Clear demonstration of analytical skills and experience working with large sets of data.
  • Demonstrates a transformational approach to efficiency and effectiveness particularly as it relates to Complaints strategic roadmap projects.
  • A highly skilled influencer with demonstrated ability to drive relationships that enable partnership, collaboration toward common goals and leveraging of best practices.
  • Highly accountable with a strategic mind-set, demonstrating end to end ownership of activity within their remit and able to work across the matrix and lead in a global environment including ensure proper oversight key of operational controls and performance metrics.
  • A solution-oriented thought leader with a focus on cultivating a culture of idea generation, test and learn and appropriate challenging of the status quo.
Preferred Qualifications:
  • Fluent in English and Spanish.
  • Experience in handling complaint operations for LACC.
  • Familiarity with LACC complaint policies and regulations.
  • Experience in Operational Excellence, Compliance, Governance and Control Roles.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
  • 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 committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. #J-18808-Ljbffr

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