Director - Quality Assurance QA

Global Merchant & Network Services (GMNS) powers the American Express global payments network, enabling more than $1.7T in annual spend across 170+ markets. Within GMNS, Global Governance, Risk, Remediation and Operations (GRRO) drives strategy, governance, and execution to enable a profitable, compliant, and vibrant network.

Reporting to the VP, Financial Crime Delivery (Lauren Germaise) within GRRO, the Director, Quality Assurance (QA) will establish and lead the newly formed QA function supporting Financial Crime and KYC operations across GMNS. The Director will build and develop a high-performing team and partner across the business to strengthen oversight of operational quality and proactively identify and mitigate financial crime risk.

The Director will be accountable for establishing and continuously enhancing a robust, risk-based QA framework that provides objective assurance and challenge over operational KYC processes and quality control activities. The role will provide senior leadership with meaningful insights into quality, control effectiveness, emerging risks, and systemic issues, while driving sustainable improvements across Financial Crime and KYC operations.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

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:

• 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