Director, Complaint Operations ANZ
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Before you apply
LocationSydney, NSW, Australia
Work modehybrid
Typefull-time
SeniorityDirector
Company size10,000+ people
First seenOct 30, 2026 · 5d ago
Verified live1d ago
About the company
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.
About the role
Within Global Servicing Strategy and Transformation, the Global Complaints & Privacy (GC&P) organization leads the handling of customer complaints across markets. The team is responsible for ensuring fair and timely resolution of customer outcomes, identifying key trends across geographies, and maintaining compliance with applicable regulatory expectations, laws and practices. Additionally, the team has ownership of Global Servicing’s (GS) Privacy, Data Access and Data Protection program, fulfilling Privacy Rights requests with adherence to the relevant privacy and data protection requirements, alongside responsibility for the execution of regulatory projects for Privacy Risk Oversight and privacy-related issues.
This Director Complaint Operations ANZ role , will lead, inspire and empower a geographically dispersed team, passionate about servicing & handling customer complaints and Privacy requests from Customers across the ANZ market . The role would also be responsible for leading and supporting the Ops teams through the transformation phase , alongside meeting daily performance and productivity objectives, adhering to laws and regulations, and shaping the future of this critical function.
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.
Benefits
As part of Team Amex, you’ll experience our 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.