Director, Fraud Operations - Us Banking

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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 company values 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.

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Director Fraud Operations – US Banking

This position is accountable for the development and execution of Fraud Operations strategies to control net loss provision and improve profitability. The incumbent must develop and maintain positive relationships with leaders, partners, and colleagues across various business units, and use these relationships to ensure fraud strategies and operational capacities are fully aligned with broader business strategy. The incumbent will be responsible for developing and implementing operational strategies to increase effectiveness and production efficiencies, effectively leading the key production and servicing indicators of inbound and outbound Fraud Operations with perfect execution of Risk Management policies and procedures, and for managing to operational expense targets.

Principal responsibilities include:

• Effectively manage operational issues, concerns, negotiations, performance results and relationships
• Ensure appropriate operational controls are in place and maintained on an ongoing basis.
• Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency.
• Partner with Risk Management and other operations team in the network, to mitigate fraud losses and improve business profitability.
• Achieve best-in-class servicing efficiency while meeting operational performance standards, with full compliance with Risk Management, Finance policies, and Control and Compliance requirements.
• Achieve high levels of employee engagement and motivation.
• Develop a team of specialists in Fraud investigations.
• Understand drivers of customer experience, and collaborate with Risk Management, Quality and Training departments to develop and implement plans to improve Customer Satisfaction metrics and minimize risks.
• Continually drive and lead process improvement and innovation

Minimum Qualifications:

• Proven people leadership experience with the ability to motivate and lead teams.
• Extensive knowledge of the Fraud industry as it relates to Banking including knowledge of contact center management preferred.
• Ability to lead and collaborate with colleagues and teams working in culturally diverse environments to deliver transformational outcomes.
• Broad critical thinking and transformational skills that will achieve GSN and Risk Management visions.
• Excellent communication, analytical, and problem-solving skills crucial
• Consistent record of building high level relationships with Business Partners and Executives as well as the demonstrated ability to lead, to develop and influence others.
• Ability to understand broad strategic issues as well as the details associated with implementing key initiatives.
• Minimum of five years’ experience leading large scale teams within the banking industry

Salary Range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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:

• Free financial coaching and financial well-being support
• Competitive base salaries
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• 6% Company Match on retirement savings plan
• Free and confidential counseling support through our Healthy Minds program
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Career development and training opportunities
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Bonus incentives
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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 company values 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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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