Director-Compliance GFCC Operational Workforce Planning Oversight and Strategy

American Express•Phoenix, AZ

2d•Hybrid

About The Position

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. Global Financial Crimes Compliance (GFCC) is an organization within Global Risk & Compliance (GRC) and is responsible for leading the enterprise-wide Anti-Money Laundering, Sanctions, and Anti-Corruption compliance functions. This team has global responsibility for identifying, investigating, and reporting suspicious activity, including money laundering and terrorist financing, and provides broad analytical and operational support for the company’s enterprise-wide GFCC control framework. Job Responsibilities: The Director, GFCC Reporting and MIS Enablement – GFCC Operational Workforce Planning Oversight and Strategy, will be part of the newly created second line GFCC Enablement organization and will be responsible for establishing effective workforce planning strategies and operational decision support strategies across global financial crimes investigative processes. The role is oriented around building and leading a centralized workforce planning and operational strategy function that enables consistent, scalable, and data-driven management of investigative operations across Anti-Money Laundering, Screening, Enhanced Due Diligence, Anti-Corruption Payments Monitoring, and related investigative teams. This leader will partner closely with investigative leaders, analytics teams, product and technology partners, and key compliance stakeholders to create an integrated staffing operating model that improves transparency, supports decision-making, and drives effective allocation of resources across the organization. The successful candidate will lead the design and implementation of standardized approaches for: establishing a strategic workforce planning framework across multiple investigative functions driving consistency in forecasting, staffing assumptions, and capacity models across teams workforce governance and consistency across investigative processes creating standardized operational definitions, KPIs, and reporting routines specific to intraday staffing requirements partnering in the development of centralized dashboards and management reporting to inform leadership on staffing distribution/availability and deployment strategies identifying opportunities to improve operational efficiency, process transparency, and planning accuracy supporting transformation initiatives tied to operational modernization, reporting infrastructure, and planning capabilities staffing models and capacity planning forecasting methodologies and volume planning

Requirements

Experience leading planning or strategy functions across large-scale investigative, compliance, risk, fraud, or operational organizations.
Strong understanding of operational metrics, staffing models, productivity measurement, forecasting methodologies, and performance reporting
Working experience in workforce planning, capacity planning, forecasting, or operational strategy within a complex operations or case management environment
Demonstrated experience building standardized and scalable planning frameworks across multiple teams or processes.
Proven ability to develop centralized reporting and dashboarding solutions that support executive decision-making.
Strong analytical skills, with the ability to synthesize large data sets into clear business insights and recommendations.
Experience partnering effectively with operations, analytics, technology, product, and risk/compliance stakeholders.
Strong leadership and people management experience, including building high-performing teams and developing talent.
Excellent communication and influencing skills, with the ability to engage senior leaders and drive alignment across functions.
Demonstrated ability to lead through ambiguity, manage competing priorities, and deliver change in a complex, highly regulated environment.
Proven track record of driving strategic transformation and operational improvement.
Bachelor’s degree required; advanced degree a plus.

Nice To Haves

Experience in financial crimes, AML, compliance operations, fraud operations, or other investigative environments.
Experience supporting global teams and multi-process operational environments.
Familiarity with case management workflows, operational reporting tools, and workforce planning platforms.
Experience designing executive-level metrics and governance routines for operational performance management.

Responsibilities

Lead the strategy and workforce planning function across Global Financial Crimes investigative processes and teams.
Develop and implement a centralized operating model for workforce planning, staffing, forecasting, and operational metrics.
Establish standardized methodologies for headcount planning, capacity modeling, productivity assumptions, and volume forecasting across investigative teams.
Build a consistent framework for operational KPIs, management reporting, and performance measurement across multiple processes and geographies.
Create and enhance centralized dashboards and reporting tools that provide leadership with near real-time visibility into volumes, capacity, staffing, productivity, service levels, and emerging risks.
Partner with investigative process owners to align staffing models and forecasts to demand, business priorities, regulatory requirements, and strategic objectives.
Translate operational data into actionable insights and recommendations for senior leadership regarding resource allocation, organizational design, and performance optimization.
Drive governance and discipline around forecasting cycles, planning assumptions, metric definitions, and reporting standards.
Lead scenario planning and capacity assessments to support changing volumes, regulatory expectations, business growth, and transformation initiatives.
Partner with analytics, technology, product, and infrastructure teams to improve planning tools, reporting capabilities, and data quality.
Influence and support strategic initiatives that improve scalability, consistency, and effectiveness across financial crimes operations.
Lead, develop, and mentor a high-performing team focused on workforce planning, reporting, and operational strategy.

Benefits

Competitive base salaries
Bonus incentives
6%25 Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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