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Director, Complaint Operations
American Express. Lead Complaints Backoffice Operations for the ANZ market, delivering strong customer and colleague outcomes while ensuring consistent performance across quality, service, productivity and operational risk .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Complaints Backoffice Operations with a focus on operational performance, risk management, and stakeholder engagement. Proven ability to drive process improvements and build high-performing teams in a regulated environment.
Highest-signal resume keywords
Operational Performance ManagementPeople LeadershipProcess ImprovementStakeholder EngagementRisk Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational ExcellenceData AnalysisCapacity ManagementAutomationRegulatory Compliance
Soft Skills
Strategic ThinkingCommunicationInfluencing SkillsTeam BuildingProblem Solving
Industry Keywords
Financial ServicesComplaints ManagementBackoffice OperationsRegulatory FrameworkCustomer Experience
About the role
Key responsibilities & impact- Lead Complaints Backoffice Operations for the ANZ market, delivering strong customer and colleague outcomes while ensuring consistent performance across quality, service, productivity and operational risk
- Build and inspire high-performing teams, creating an inclusive, colleague-focused environment that develops talent, strengthens leadership capability and empowers colleagues
- Drive operational excellence and transformation by simplifying processes, improving capacity and productivity, leveraging automation and delivering sustainable efficiencies while protecting the customer experience
- Own operational performance and governance, using data and insights to anticipate trends, address emerging issues and ensure appropriate controls, accountability and continuous improvement
- Build trusted partnerships with senior stakeholders across the market and global organization, influencing priorities and aligning operational delivery with broader business objectives
- Represent Complaints Operations in senior leadership and regulatory forums, engaging with regulators and senior leaders, reporting operational performance, risks and remediation, and ensuring follow-through on commitments and regulatory expectations
- Use complaint insights to influence decisions and drive improvements across the customer journey
Requirements
What you’ll need- 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
- Successful completion of a background verification check, subject to applicable laws and regulations
Benefits
Comp & perks- 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