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 deliver on 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- 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**- Direct people Leadership responsibility and experience Direct People Leadership responsibility and experience- Strong direct operations management with a strong risk acumen- Strong operation analysis understanding to manage day to day operations and ability to innovate for success- Proven experience as a People Leader for large teams- Demonstrated ability to successfully navigate a multi-regional line of business to solve problems- Excellent interpersonal/verbal written communication skills; ability to communicate effectively at all levels of organization- Analytical thinking skills and quickly network to drive results across all business groups- Strong follow up and follow through skills to drive outcomes- Proven change agent, self-motivated with a demonstrated ability to drive results under tight timelines- Ability to handle multiple tasks concurrently, with the ability to work independently and prioritize to work to meet all timelines- Must have strong leadership skills with emphasis on ability to influenceWe 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