Director, Complaint Operations ANZ

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Within Global Servicing Strategy and Transformation, the Global Complaints & Privacy (GC&P) organization leads the handling of customer complaints across markets. The team is responsible for ensuring fair and timely resolution of customer outcomes, identifying key trends across geographies, and maintaining compliance with applicable regulatory expectations, laws and practices. Additionally, the team has ownership of Global Servicing’s (GS) Privacy, Data Access and Data Protection program, fulfilling Privacy Rights requests with adherence to the relevant privacy and data protection requirements, alongside responsibility for the execution of regulatory projects for Privacy Risk Oversight and privacy-related issues.

This Director Complaint Operations ANZ role , will lead, inspire and empower a geographically dispersed team, passionate about servicing & handling customer complaints and Privacy requests from Customers across the ANZ market . The role would also be responsible for leading and supporting the Ops teams through the transformation phase , alongside meeting daily performance and productivity objectives, adhering to laws and regulations, and shaping the future of this critical function.

- Significant experience leading operations, servicing, complaints or backoffice functions, preferably within financial services or another highly regulated environment.
- Demonstrated people leadership experience, including leading leaders, developing high-performing teams and building an inclusive, colleague-focused culture.
- Strong track record of driving operational performance and transformation, including process improvement, productivity, capacity management and sustainable efficiencies.
- Proven ability to operate within a strong risk, control and regulatory framework, with sound judgment and experience managing complex operational issues and escalations.
- Demonstrated ability to influence and partner with senior stakeholders across multiple functions, markets and/or global teams.
- Strong strategic, analytical and communication capabilities, with the ability to translate operational insights into clear priorities, influence senior-level decisions and effectively represent the market in leadership forums.