Join the Team That's Changing the Game: Become a Director - CFN Global Business Integration & Transformation with American Express
Are you ready to make a real impact and drive business growth through seamless integration and transformation? American Express is seeking an exceptional Director - CFN Global Business Integration & Transformation to lead our Customer Fulfillment Network (CFN) team in a remote location. As a key member of our Global Servicing Group (GSG), you will play a critical role in shaping the future of our customer experience and driving business success.
About American Express and Our Culture
At American Express, we're committed to backing our customers, communities, and each other. Our company values and powerful backing promise guide everything we do, from providing the world's best customer experience to supporting our colleagues' holistic well-being. When you join Team Amex, you'll become part of a global and diverse community of colleagues who are passionate about making a difference.
We prioritize our colleagues' physical, financial, and mental health through each stage of life. Our benefits and programs include competitive base salaries, bonus incentives, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, and free access to global on-site wellness centers.
About the Role
The Customer Fulfillment Network (CFN) is a vital part of our Global Servicing Group (GSG), with over 1,000 employees and a global footprint in 15 Delivery Hubs. CFN offers a wide range of services to customers, merchants, and commercial clients across 24 markets in 12 different languages. Approximately 10 million customer requests are fulfilled every year.
As a Director - CFN Global Business Integration & Transformation, you will be responsible for integrating business change into CFN, building associated controls, defining vision and strategy, and creating tactical operating plans and delivery goals. You will lead a highly motivated and diverse team to deliver on critical goals, drive performance, and ensure seamless execution on business change, audits, and controls.
Key Responsibilities:
- Lead a highly motivated and diverse team to deliver on critical goals, driving seamless execution on business change, supporting audits, and embedding controls.
- Drive Performance - set clear goals at the team and individual level, while coaching and developing high-performing team members to realize their potential.
- Effective Relationship Management - ensure proactive communication with key stakeholders and customers.
- Collaborate with internal and external teams to identify transformation opportunities and develop execution roadmaps.
- Innovate and think progressively to enable business growth, influencing design, strategy, and execution when needed.
- Connect with Business representatives to drive Global Business Integration (GBI) initiatives, such as launching new products or clients, or amending existing services.
- Proactively anticipate control requirements and ensure they are addressed.
- Lead all aspects of Audit readiness and work closely with Governance teams to ensure efficiency of deployed controls and compliance framework.
- Ensure Legal and Regulatory controls are central to everything we do when implementing and driving initiatives in CFN.
- Support CFN lines of business in their abilities to drive performance and focus on operations management.
- Drive Customer First, Demand Reduction, and Reengineering projects/initiatives.
Requirements and Qualifications
Essential Qualifications:
- 5+ years of experience within American Express and a deep understanding of GSG.
- Excellent relationship management skills with a proven track record of working with executive teams and influencing across the organization.
- Experience leading diverse teams in a dynamic matrix environment, solving complex business problems innovatively.
- Ability to demonstrate a strong Growth Mindset to elevate people leadership through inspiration and motivation of a dynamic/diverse team.
- Distinguished ability to coach and develop employees to enhance potential in performance and leadership.
- Experience collaborating optimally across cultural and organizational boundaries.
- Quantitative, analytical, and conceptual thinking skills/experiences with the ability to develop an efficient strategy that is both effective and operationally feasible.
- Excellent presentation, communication, and negotiation skills.
- Prior large-scale project/process experience required, with a proven track record of thinking strategically and driving tactical execution through collaborative team efforts.
Preferred Qualifications:
- Solid understanding of our service and technical structure, plus an understanding of our digital strategy.
- Proven track record of working through unstructured problems, shifting priorities, multiple demands, ambiguity, and rapid change.
- Outstanding track record of commitment to values and integrity.
What We Offer
At American Express, we're committed to supporting our colleagues' holistic well-being. Our benefits and programs include:
- 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
How to Apply
We're an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Apply now to join our team and make a real impact! Even if you feel you're not a perfect match, we'd still love to hear from you.
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