Responsibilities American Express Global Network (AEGN) Policy sets out the Network’s operating rules and requirements for third-party banks to transact on the AEGN. This position will provide strategic direction and planning for the chargeback and disputes process on the network, including evolving Network policy, providing input into the prioritization of technical investment initiatives, identifying opportunities to improve the disputes process, acting as the Network subject matter expert for arbitration and compliance cases and representing the Network in enterprise-wide disputes projects. This position will work closely with Global Network Services regional and global teams, Risk, the American Express proprietary businesses (both issuing and acquiring) and Technologies to ensure that the Network’s disputes policies provide an optimal customer experience and incorporate relevant best practices from the credit card industry.

The primary responsibilities of this position include:

(i) Provide strategic direction and planning for the Network’s chargeback and disputes process, evolve and write new policies accordingly and in alignment with customer expectations and needs, and provide input into prioritization of technical development for the disputes process utilizing appropriate cost-benefit analysis tools,

(ii) Coordinate with other leaders to ensure that business strategies and initiatives are aligned across the enterprise, and align with key internal and external partners to effectively generate support and buy-in for the Network’s strategic direction around disputes processing and policy,

(iii) Provide input and support to Director, Policy Compliance and Standards to develop operational standards and compliance programs in the chargeback and disputes area,

(iv) Develop and analyze appropriate metrics and analytics to continue to be able to monitor and improve the disputes process,

(v) Gather industry information related to disputes and analyze to identify Amex strengths and gaps relative to industry standards and/or competition,

(vi) Serve as consultant/subject matter expert for the Network in area of disputes, including arbitration and compliance cases, training, etc.,

(vii) Contribute to the successful delivery of the semi-annual Business and Operational Policies Manual, Release document and monthly Network News bulletins, and

(viii) Work with customers/stakeholders to understand and clarify expectations and needs. EOE statement American Express is an Equal Opportunity Employer. Required Qualifications 1. Strong understanding of the bankcard business with specific expertise in bankcard policy and industry standards preferred.
2. Detailed knowledge of the chargeback and disputes process and the flow of information between issuers and acquirers that impact this process,
3. Ability to manage multiple tasks, projects, and objectives in parallel; to adjust priorities as needed; and to track work according to metrics and milestones
4. Strong collaborating and influencing skills, and an ability to work with complex global initiatives.
5. Knowledge of Amex processes that are closely related to own area of responsibility.
6. Ability to work effectively in a matrix managed environment
7. Ability to work through competing interests to ensure each constituent is dealt with fairly.
8. Excellent oral, written and presentation communication skills, including the ability to influence without authority
9. Establish and maintain strong, positive relationships with professionals at all levels within various business partner organizations, both internal and external
10. Demonstrated fact-based problem-solving and decision-making skills, ability to make tactical recommendations
11. Excellent analytical skills and appropriate attention to detail.
12. Proven flexibility and adaptability in effectively driving results and developing / implementing process strategies in an environment of changing priorities.
13. Strong self-starter, able to work independently with little guidance.
14. Experience in process re-engineering and applying Six Sigma concepts / tools / methodology preferred

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