Director - End-to-End Quality - American Express - New York

Job description
The Director of End-to-End Quality for American Express OPEN is responsible for leading the enterprise-wide program driving OPEN’s performance against a variety of critical Control, Compliance, Operational Excellence and Customer Experience metrics.

As an expert within the OPEN Strategy and Business Operations team, the Director serves as a key liaison to senior management on issues related to OPEN’s Quality program and internal control and compliance partners. The Director also leads a team that advocates for and supports OPEN Marketers in their core execution processes, to enable growth and maintain excellence in all aspects of the Customer Experience.


Specific Responsibilities Include:



• Lead all Business Self Testing activities for OPEN Marketing, validating the consistent high quality of various customer experiences

• Provide advocacy and escalation to OPEN Marketers to enable greater efficiency in core Marketing Review processes

• Provide support and guidance to business unit leadership and project teams during Audits, Exams and Regulatory reviews

• Shape and coordinate the annual effort against OPEN’s Compliance Plan and other metrics impacting OPEN’s Control and Compliance Rating

• Oversee the timely resolution of all Corrective Actions, including execution of enhancements to eliminate risk of recurrence

• Coordinate the annual effort around OPEN’s mandatory training program

• Serve as the OPEN Affiliate liaison for the American Express Global Banking Group

• Lead a team of 2 high-performing managers

Travel - 10%

Desired Skills and Experience
Required Skills/Qualifications:



• 8-10 years of prior experience, including people leadership

• Demonstrated passion for customers and a strong service orientation

• Experience influencing a large network of cross functional partners, including senior leadership

• Demonstrated ability to execute well against a complex set of objectives with limited resources

• Familiarity with process risk assessment and mitigation

• Powerful communication abilities, with an understanding of how best to adapt to different audiences

• Experience working with or in Audit, Operational Risk, Compliance, or Business-facing Quality teams is a plus (but not required)

• MBA preferred.

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!