Job Description

The mission of the Global Strategy, Operations, & Performance (GSOP) Team within Global Merchant & Network Services (GMNS) is to be essential to merchants and partners globally by delivering an easy, frictionless, value-added experience that enables them to meet their goals and serve their customers. GSOP consists of a diverse set of teams that support the GMNS business.

The Policy Monitoring team is part of the GMNS Risk & Remediation organization and is responsible for enforcing and monitoring adherence to American Express policies by Network Partners and merchants, as documented in the AEGNS Business & Operational Policies (BOP), Global Merchant Services (GMS) Merchant Policies, and other related policies. The Manager will lead operational policy adherence programs, enforcement and governance activities, along with Brand Protection processes. These programs and activities are critical to strengthening overall compliance performance, improving customer experience, ensuring timely and accurate resolution of participant disputes, and protecting the American Express brand.

Responsibilities
• Lead a team responsible for monitoring compliance with brand protection and policy adherence requirements to uphold and safeguard brand integrity
• Drive end-to-end management of escalations, including investigation, root cause analysis, and resolution of potential brand risks or policy violations
• Stay informed on evolving regulatory, reputational, and market trends, and proactively assess their impact on brand protection and compliance strategies
• Develop a strong understanding of Network Participant, merchant, and Third-Party relationships; collaborate with Partner Managers, Regulatory Compliance, GCI, and Risk teams to drive policy adherence and risk mitigation
• Leverage data and analytics to evaluate merchant, Third-Party, and Network Partner performance; identify trends, gaps, and opportunities, and translate insights into actionable outcomes
• Lead and support process improvement initiatives to enhance policy adherence programs, strengthen controls, and drive operational efficiency in partnership with key stakeholders
• Provide support on compliance-related governance activities, including Partner non-compliance fee assessment, risk assessments, and mitigation planning
• Act as a subject matter expert on policy adherence programs and represent the team in cross-functional forums, leadership discussions, and regional meetings

Qualifications
· Graduate/Postgraduate in Business Management, Operations, Fraud/Compliance/Risk Management with 6+ years of post-qualification experience.

Key Skills
• Strong experience in Policy Compliance Operations, Brand Protection, Audit Management, or Risk & Compliance domains
• Proven team leadership experience with a track record of developing talent, driving accountability, and delivering measurable results
• Strong understanding of the American Express Merchant and Network business model, including key processes and terminology, preferred
• Excellent stakeholder management and communication skills, with the ability to influence and drive alignment across levels and functions
• Demonstrated analytical thinking with strong problem-solving capabilities and the ability to derive insights from data to inform decisions
• High level of comfort working with data tools, dashboards, and performance metrics to monitor and improve outcomes
• Growth mindset with a strong sense of ownership, personal excellence, and continuous improvement orientation
• Eagerness to learn, adapt, and challenge the status quo to enhance processes and drive efficiency

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.