Team Leader KYC Merchant - English Speaker

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. One of the highest priorities across the American Express enterprise, is to ensure that we operate with the highest levels of conduct and risk management at the forefront of our mind, and to ensure that we have the right tools and processes to protect the enterprise from unwanted attacks of fraudulent behaviours. Throughout our customer portfolio’s it is a requirement for us to ensure that we have completed all of the relevant Know Your Customer (KYC) and Know Your Business (KYB) validation processes and can demonstrate to a Regulator or Auditor that we successfully know who we are allowing to legitimately use our products. These roles will be responsible for managing the above across our Merchant relationships. You will lead your team to deliver world class results, for our businesses and in your role you will: Provide ongoing coaching and development of a team of colleagues, providing regular feedback on quality and goal results Manage day to day production preparation and effectiveness, striking the balance between speed and precision Build a robust talent pipeline with an inclusive approach Cultivate an environment where we win as a team Engage and develop colleagues to become the best they can be Provide input to wider KYC leadership team on staff management / engagement / succession planning etc. Develop collaborations with other AML teams and stakeholders Identify operational risks which impact, or have potential to impact the business Record/collect relevant information to be created and used for Management Reporting purposes Minimum Qualifications Strong English verbal and written is a must Strong analytical skills Ability to manage and drive tasks to completion, take on additional responsibilities, and prioritise work in a constantly evolving and fast paced environment High levels of personal integrity and motivation to work semi-autonomously under minimum supervision and still provide high quality/highly efficient output Be comfortable working in an ambiguous space with many open questions and approaching things with a solution-based mindset Able to be collaborative across lines of business, countries and band levels Proficient knowledge in Microsoft Office tools, including Excel, Word and Outlook, with confidence using systems and data to support and take decisions. Preferred Qualifications Other European Languages are a bonus Demonstrated resiliency in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment Comfortable to speak up, ask questions and challenge the status quo A background in either or both Large/Multinational Corporate and/or Know Your Customer Non-considerations for sponsorship: Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.