Chief Complaints And Regulatory Affairs Officer & Head Of Corporate Compliance

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At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
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Reporting to the Vice President - Chief Compliance Officer (CCO), the Chief Complaints and Regulatory Affairs Officer & Head of Corporate Compliance will be responsible for compliance oversight and strategic leadership to multiple lines of business’ within Amex Bank of Canada. The role will have four strategic components to it: 1- Leading complaints management; 2- Leading regulatory affairs with federal, provincial, and international bank regulators; 3- Discharging the Regulatory Compliance Management (RCM) Framework which includes compliance risk and second-line testing; and 4- Leading on internal and external reporting, including Board of Directors’ engagements.
As a member of the Compliance leadership team, the position has responsibility for contributing to the development and maintenance of a strong Compliance regime and culture that provides effective management of compliance risk in accordance with the local market legal and regulatory requirements and internal American Express policy. The role will focus on: Discharging of the Complaints management program in collaboration with key team members in servicing and beyond; Identifying the regulatory risks, their impact on business activities and providing oversight; Ensuring that the appropriate controls and procedures are in place to mitigate the Bank’s regulatory risk; Overseeing and reporting on the efficiency of these controls; and driving effective regulatory issue resolution.
The role will also have responsibility for leading a team of Compliance professionals accountable for ensuring that the Bank meets applicable requirements and has an effective Compliance program. The role requires strong partnerships with operations, business and leadership teams in the Canadian market and globally, as well as providing oversight on effective regulatory risk management. The Compliance Director must maintain a clear understanding of the regulatory requirements, internal expectations and processes across all lines of business in order to successfully control and mitigate any risk.
Responsibilities:

• Ongoing working relationship with General Counsel’s Office, Audit, Internal Control, Risk, Corporate Security, Human Resources and the Compliance network at market, regional, Line-of-Business and Enterprise levels.
• Communicate new regulations and legislation, emerging risks, regulatory trends and best practices and develop and provide specialized training as needed.
• As appropriate, lead the development and monitor the implementation of Compliance Program goals, and conduct on-going reporting of Program results.
• Talent development and people leadership. Lead, recruit, manage, develop, mentor, empower and review performance and talent assessment of Compliance personnel.
• Interact with the Canada Executive Team and the extended management team, which may include Bank’s Board of Directors and committees, to provide direction and guidance on a- compliance matters; b- regulators to assist in leading regulatory relationships and respond to examination and investigation matters, as required; c- industry groups to respond to proposed regulatory changes, industry-wide compliance initiatives, etc.; and d- frequently with key stakeholders to ensure a standard Compliance approach and provide timely management reporting.
• Maintain working knowledge of relevant legal and regulatory requirements. As needed, utilize General Counsel’s Office, Audit, Risk, or Line of Business and Enterprise Compliance experts.
• Provide significant input into the strategic direction and improvement of the Compliance program, devise and implement policies and procedures to achieve compliance, identify applicable legal compliance requirements and regulations, ensure appropriate Compliance-related training programs are conducted, provide guidance to the business on compliance issues and support regulatory relationships, as required.

Qualifications:

• Self-starter, strategic problem solver and must have the ability to lead complex projects, influence without authority and effectively collaborate across multiple support and business groups and markets.
• Effective communicator, persuasive and influential. Demonstrated experience in presenting formally and informally to senior management, regulatory authorities and business partners in writing, presentations and other forums.
• Demonstrated strategic thought leadership to define compliance programs, develop winning strategies and anticipate change. Experience in implementing regulatory-based changes in financial services.
• Experience operating in a regulated environment. Strong banking experience preferred.
• University degree in related field or equivalent combination of education and business experience. JD / LLM / MBA or other postgraduate degrees or professional designations would be considered an asset.
• Preference for individuals who are licensed lawyers in Canada, USA or other jurisdictions. Background in litigation or ADR processes will be considered an asset.
• Experience dealing with US banking regulators would be considered an asset.
• 10-15 years of experience in Compliance, Audit, Legal, or Risk Management in the financial services industry, preferably in the second or third-line functions.
• Previous experience as Ombudsperson or leading a complaints resolution function would be considered an asset.
• Understanding regulatory, industry guidance and best practices relevant to the business, including technology implications.
• Demonstrated leadership, organizational and managerial skills; ability to develop and lead others through continuous coaching, feedback, recognition and encouragement; track record leading teams of professionals.
• Demonstrated ability to make decisions independently, work well under pressure, meet deadlines and adapt easily to frequent change.
• Advanced analytical skills and strong technical expertise which can be applied effectively to understand and mitigate compliance risk, including experience leading regulatory compliance-related programs and strategic initiatives.
• The incumbent must have experience in helping define and document policies, procedures and process flows.
• Solid understanding of Canada’s regulatory environment and applicable laws and regulations.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities
• Bonus incentives
• Generous paid parental leave policies (depending on your location)
• Support for financial-well-being and retirement
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Competitive base salaries
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.