PMO Manager - Know Your Customer

Global Merchant Network Services (GMNS) Know Your Customer (KYC) Programs is responsible for building and executing a comprehensive plan to improve our global KYC processes and capabilities. The team is accountable for the implementation of global KYC standards and will improve visibility and mitigation of KYC risks through development of new controls and consistent reporting and oversight.

The Project Management Office (PMO) supports the network and acquiring businesses to ensure they have a robust first line of defense and play an active role in enabling the businesses to meet their growth objectives whilst ensuring there is an effective control framework. Helping the business manage risk, respond to new regulation, and develop new products whilst creating and maintaining effective partnerships across multiple key stakeholders. Success in this role requires an external perspective, strong knowledge of the Acquiring business and the current regulatory requirements. 

• Plan and monitor project progress against timelines, milestones and deliverables.

• Maintain a robust audit trail / evidence repository for regulatory commitments and internal assurance (what was done, when, by whom, with supporting artefacts).

• Ensure traceability from regulatory requirement through interpretation, design, build, testing, implementation and BAU handover. 

• Partner across 1st line to support GMNS business to proactively identify and mitigate financial crime risk.

• Manage end-to-end RAID (including assumptions) across multiple workstreams and interdependencies.

• Lead scope management and change control, including prioritisation trade-offs aligned to regulatory deadlines and risk appetite.

• Build and maintain integrated plans, milestones, critical path, and delivery “health” dashboards for SteerCo and senior leadership. 

• Track, evidence, and drive closure of regulatory findings, management actions, and supervisory commitments; prepare remediation updates and evidence packs for validation.

• Support Internal Audit responses, corrective action and issue remediation and ensure timely responses and action tracking. 

• Collaborate with the business, the wider Financial Crime teams, 2nd line and critical partner teams (e.g. Technology, Security, Fraud and GCO) to drive strong compliance.

• Extensive PMO experience within a regulated financial services environment; demonstrable governance & controls discipline.

• Experience delivering regulatory remediation / supervisory actions with formal evidence packs and milestone-based reporting.

• Hands-on experience with one or more of: KYC/CDD/EDD remediation, transaction monitoring change, sanctions/screening change, fraud/financial crime control uplift.

• Experience operating across business, technology, operations, compliance, risk, and audit stakeholders in a matrix environment.

• Proficiency with project tracking, collaboration tools and strong PowerPoint/Excel for senior reporting.

• Demonstrable knowledge of the Acquiring and Network is preferred.

• Strong financial crime skills gained across 1st or 2nd line of defense teams operating in multiple jurisdictions.

• Mature risk mindset with ability to identify and convey risks and their mitigations transparently, accurately and on a timely basis.

• Solid strategic thinking, insight, and judgment, with proven ability to navigate through ambiguity to create structure.

• Strong team player with ability to influence opinions without having direct authority.

• Decisive Self-starter with high degree of accountability, able to multi-task and prioritize across diverse and rapidly shifting or contending internal and external requirements.

   

   

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

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.