Fraud Operations Director

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. 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.

How will you make an impact in this role?

Global Fraud aims to minimize fraud while instilling a deep sense of security and confidence in our customers, delivering outstanding customer care.This position will lead our key servicing hub based in Mexico leading our fraud specialists and fraud teams who service fraud cases across Mexico, Argentina, Spain and US .

The Fraud Director LAC will also take wider responsibility to drive world class fraud servicing to our customers through fast fraud alert resolution minimizing fraud losses and driving spend enablement. The incumbent would be expected to deliveron key metrics including, speed of resolution, call handling times, abandoned call volumes, business self-testing metrics, complaint volumes and insights, recommend to a friend scores. Additionally the Fraud Director will also partner with multiple stakeholders to ensure regulatory requirements are met, be a point of contact for all Senior Leader escalations, Independent Compliance testing reviews, regulatory reporting requirements, business continuity planning while remaining a key point of contact for multiple internal and external relationships .

Key responsibilities include :

• Leading large teams including Team Leaders and Account Protection Specialists providing extraordinary service to our customers
• Motivate colleagues and team leaders in the group to deliver performance at optimal levels – ensure high levels of colleagues satisfaction and retention in a high growth industry
• Serve as department conceptual leader for initiatives, which impacts all team leaders and colleagues across teams that service multiple geographies
• Able to lead Fraud Leaders and Account Protection Specialists to drive process enhancement for Customer Experience and overall efficiency enhancement
• Ensure the focus of the team goals and objectives are consistent with the values of American Express
• Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans
• Develop and implement quality standards, apply compliance / control in all activities of the team to ensure quality services are delivered to customers
• Partner with strategic teams to ensure overall resource planning meets the business needs
• Maintain, liaise, and communicate with all levels of Fraud leaders and departments
• Provide coaching and development at the Team Leader and Account Protection Specialist levels
• Ensure engagement, support and delivery of Control Management targets and initiatives

Minimum Qualifications

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 :

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

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