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.

• Lead Complaints Backoffice Operations for the 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 to take ownership and deliver their best.
• Drive operational excellence and transformation, identifying opportunities to simplify processes, improve capacity and productivity, leverage automation and deliver 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 across the operation.
• Build trusted partnerships with senior stakeholders across the market and global organization, influencing priorities, navigating competing requirements and ensuring strong alignment between operational delivery and broader business objectives.
• Serve as the face and voice of Complaints Operations for the market, representing the function in senior leadership forums, championing market and colleague perspectives, and using complaint insights to influence decisions and drive improvements across the customer journey.
• Represent Complaints Operations in regulatory and senior leadership forums, acting as the market representative for Complaints as required, engaging directly with regulators and senior leaders, providing clear visibility of operational performance, risks and remediation, and ensuring appropriate follow-through on commitments and regulatory expectations.

• 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.