Director, KYC Strategy

Job Description

Global Merchant & Network Services (GMNS) powers the American Express global payments network, enabling more than $1.7T in annual spend across 170+ markets. Within GMNS, Global Strategy Operations & Performance (GSOP) drives strategy, governance, and execution to enable a profitable, compliant, and vibrant network.

The Director, KYC POA Strategy is part of the Global Merchant Operations team within the Global Merchant & Network Services (GMNS) business unit. The Global Merchant Operations team partners across the business to enable trusted and frictionless merchant experiences by delivering resilient, compliant, and efficient operational processes that safeguard our network, reduce our operational and financial crimes risk and power sustainable growth. The Director, GMNS KYC POA Strategy sits within the Global Merchant Operations team and will lead the development and execution of the global KYC POA strategy across merchant onboarding, refresh methodology, operating model design, decisioning logic and procedural / playbook standards.

Responsibilities

• Lead the strategy and execution of the Global KYC POA framework, including onboarding KYC POA, merchant refresh methodology, operating model design, decisioning logic, and procedural/playbook standards.
• Define, socialize, and deliver future-state merchant KYC strategies that balance regulatory compliance obligations with an efficient and frictionless merchant experience.
• Oversee and execute global KYC remediation and transformation programs, ensuring effective program governance, coordination, and delivery.
• Partner closely with business leaders, Control Management, second line of defense, Technology, Operations, and other critical stakeholders to design and implement scalable KYC operating models and processes.
• Drive the development and standardization of KYC procedures, governance frameworks, controls, and playbooks across geographies and business segments.
• Continuously identify, assess, prioritize, and manage program risks and issues, ensuring timely mitigation, escalation, and resolution where appropriate.
• Use data-driven insights and strategic analysis to improve KYC decisioning, operational effectiveness, regulatory adherence, and customer experience outcomes.

• Influence cross-functional teams and senior leaders to align on strategic priorities, operating model enhancements, and execution roadmaps.

• Leadership & Execution
• Lead and develop a team, driving effective KYC POA Strategy across onboarding and refresh

Qualifications

• 8–10+ years of experience in financial crime compliance, KYC strategy, risk management, onboarding, or related functions within financial services.
• Deep expertise in KYC regulatory frameworks, processes, merchant/customer refresh methodologies, and compliance requirements across global markets.
• Proven experience leading large-scale transformation, remediation, or operational excellence programmes in complex, matrixed organisations.
• Strong understanding of KYC operating model design, workflow optimisation, decisioning frameworks, and governance standards.
• Demonstrated ability to influence senior stakeholders and drive strategic outcomes across multiple business units and geographies without direct authority.
• Exceptional program management skills, including risk management, issue resolution, executive communication, and cross-functional coordination.
• Strong analytical and strategic thinking capabilities with the ability to translate complex regulatory and operational requirements into scalable business solutions.
• Experience leading and developing high-performing teams in global environments.
• Excellent communication, presentation, and stakeholder management skills.
• Bachelor’s degree required; advanced degree or relevant compliance certifications preferred.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.