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Data Policy Director

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Old Toronto, Ontario, Canada American Express Services Europe Limited Full time
Job Title: Data Policy Director

At American Express Services Europe Limited, we are seeking a highly skilled Data Policy Director to lead our Complaints Management team. As a key member of our Global Servicing Group Strategy & Enablement Team, you will be responsible for driving operational performance improvements, developing process strategies, and ensuring compliance with legal, regulatory, and complaint program requirements.

Key Responsibilities:
  • Provide direct line leadership to complaint resolution teams in Canada, Mexico, and Spain.
  • Support and execute requirements outlined by the complaint governance framework and the Complaint Program Office.
  • Work closely with second-line teams for delivery of key regulatory reporting.
  • Partner with the Chief Complaints Officer to deliver against the complaint program office deliverables.
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.
  • 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.
  • Highly accountable with a strategic mindset, demonstrating end-to-end ownership of activity within their remit and able to work across the matrix and lead in a global environment.
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 are an equal opportunities employer and welcome applications from all qualified candidates. If you have a disability and need accommodation, please speak with the Recruiter for more information.