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 Governance, Risk, Remediation and Operations (GRRO) drives strategy, governance, and execution to enable a profitable, compliant, and vibrant network.
Reporting to the VP, Financial Crime Delivery (Lauren Germaise) within GRRO, the Director, Quality Assurance (QA) will establish and lead the newly formed QA function supporting Financial Crime and KYC operations across GMNS. The Director will build and develop a high-performing team and partner across the business to strengthen oversight of operational quality and proactively identify and mitigate financial crime risk.
The Director will be accountable for establishing and continuously enhancing a robust, risk-based QA framework that provides objective assurance and challenge over operational KYC processes and quality control activities. The role will provide senior leadership with meaningful insights into quality, control effectiveness, emerging risks,



and systemic issues, while driving sustainable improvements across Financial Crime and KYC operations.

Responsibilities
- Build, lead, and develop a high-performing Quality Assurance team supporting Financial Crime and KYC operations across GMNS.
- Establish and own the Quality Assurance strategy and framework, including methodologies, risk-based sampling, governance, SLAs, operating standards, and escalation protocols.
- Provide strategic oversight of QA activities, ensuring effective assessment of operational performance, control effectiveness, and adherence to regulatory requirements and internal standards.
- Develop and deliver executive reporting and actionable insights on quality trends, systemic issues, emerging risks, root causes, and remediation progress to senior leaders and governance forums.
- Provide effective challenge and establish escalation mechanisms to ensure mate

📌 Director - Quality Assurance (QA) (Gurugram)
🏢 American Express
📍 Gurugram