Manager - Compliance; Workforce Planning

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.

The GFCC Enablement organization drives strategic initiatives that strengthen operational excellence across the function by advancing workforce planning, business enablement, reporting, governance, and transformation capabilities. Through cross-functional collaboration, the team delivers the processes, insights, and tools that enable GFCC to effectively meet evolving business priorities and regulatory expectations.

The Workforce Planning team within GFCC Enablement is responsible for workforce forecasting, capacity planning, operational reporting, and resource planning that support informed business decisions and operational effectiveness. The team partners closely with Operations, Analytics, Technology, and business leaders to deliver data-driven insights, optimize resource utilization, and support strategic initiatives that enhance operational performance across the organization.

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 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.

• Experience in workforce planning, capacity planning, forecasting, operational strategy, or business planning within large-scale operations, investigative, compliance, risk, fraud, or financial crimes environments.
• Demonstrated experience supporting workforce planning and operational decision-making within complex operational or case management environments.
• Strong understanding of workforce management principles, operational metrics, staffing models, productivity measurement, forecasting methodologies, and performance reporting.
• Experience developing and maintaining reporting solutions, dashboards, and performance metrics that support operational and leadership decision-making.
• Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable business insights and recommendations.
• Experience working cross-functionally with Operations, Analytics, Technology, Product, and Risk/Compliance partners.
• Proven people leadership experience, including coaching, developing, and managing individual and team performance.
• Strong communication and stakeholder management skills with the ability to influence decisions and build alignment across teams.
• Ability to manage multiple priorities, adapt to changing business needs, and drive execution in a fast-paced environment.
• Experience leading operational improvement initiatives and delivering measurable business results through process optimization and data-driven decision-making.

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

• Execute and enhance workforce planning processes, including assessing existing staffing, forecasting, capacity planning, and operational performance measurement for standardization/optimization opportunities
• Support the implementation of standardized operational metrics, management reporting, and oversight frameworks across multiple processes and geographies.
• Partner with operations reporting and investigation teams in the creation, of reporting tools and key metrics that provide leaders with visibility into volumes, capacity, staffing, productivity, service levels, and operational risks.
• Partner with investigative leaders and process owners to align staffing plans and forecasting models with business demand, operational priorities, and regulatory requirements.
• Analyze operational performance data and provide actionable recommendations to improve resource utilization, workforce effectiveness, and operational outcomes.
• Collaborate with Analytics, Technology, Product, and Infrastructure teams to improve planning tools, reporting capabilities, and data quality.
• Identify opportunities to improve planning accuracy, operational efficiency, and process transparency through data-driven insights and continuous improvement initiatives.
• Support transformation and modernization initiatives related to workforce planning, reporting infrastructure, and operational effectiveness.
• Lead, coach, and develop a team of workforce planning and reporting professionals while fostering a culture of collaboration, accountability, and continuous improvement.
• Manage business-wide skills review initiatives to assess capabilities, proficiency levels, and readiness for future organizational needs.
• Establish and drive continuous assessment standards, evaluation criteria, and governance processes to ensure consistency and reliability across business units.
• Collaborate with senior leaders to identify critical skill requirements, recommendations, and emerging capability needs, including the development of dashboards, reports, and executive summaries
• Execute and enhance workforce planning processes, including assessing existing staffing, forecasting, capacity planning, and operational performance measurement for standardization/optimization opportunities
• Support the implementation of standardized operational metrics, management reporting, and oversight frameworks across multiple processes and geographies.
• Partner with operations reporting and investigation teams in the creation, of reporting tools and key metrics that provide leaders with visibility into volumes, capacity, staffing, productivity, service levels, and operational risks.
• Partner with investigative leaders and process owners to align staffing plans and forecasting models with business demand, operational priorities, and regulatory requirements.
• Analyze operational performance data and provide actionable recommendations to improve resource utilization, workforce effectiveness, and operational outcomes.
• Collaborate with Analytics, Technology, Product, and Infrastructure teams to improve planning tools, reporting capabilities, and data quality.
• Identify opportunities to improve planning accuracy, operational efficiency, and process transparency through data-driven insights and continuous improvement initiatives.
• Support transformation and modernization initiatives related to workforce planning, reporting infrastructure, and operational effectiveness.
• Lead, coach, and develop a team of workforce planning and reporting professionals while fostering a culture of collaboration, accountability, and continuous improvement.
• Manage business-wide skills review initiatives to assess capabilities, proficiency levels, and readiness for future organizational needs.
• Establish and drive continuous assessment standards, evaluation criteria, and governance processes to ensure consistency and reliability across business units.
• Collaborate with senior leaders to identify critical skill requirements, recommendations, and emerging capability needs, including the development of dashboards, reports, and executive summaries