Senior Manager, Internal Fraud Program Management and Quality Assurance

Description

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. As part of Team Amex, you'll experience this 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.

Position Summary

The Senior Manager, Internal Fraud Program Management & Quality Assurance plays a critical leadership role in ensuring the success, consistency, and control effectiveness of the enterprise-wide Internal Fraud Program. This leader will oversee a small team of program managers responsible for driving program execution, strategic initiatives, and quality assurance across the Internal Fraud Center of Excellence (COE).

This position is accountable for establishing program discipline, ensuring adherence to enterprise standards, managing cross-functional coordination, and embedding quality assurance (QA) mechanisms that monitor control performance and operational readiness. The ideal candidate will have a strong background in program management, governance, and risk oversight - with the ability to influence across multiple stakeholders in a highly regulated, complex environment.

Key Responsibilities

Lead the development and execution of internal fraud program plans, ensuring alignment with enterprise fraud risk strategy and risk management frameworks.

Manage cross-functional initiatives that enhance detection, prevention, governance, and reporting capabilities within the Internal Fraud COE.

Establish and maintain program management standards, tools, and documentation consistent with enterprise PMO expectations.

Oversee tracking and delivery of program milestones, budgets, and risk mitigation activities.

Serve as the central coordination point between stakeholders across all lines of defense for internal fraud related matters

Design and oversee the Quality Assurance (QA) framework for internal fraud processes, ensuring consistent adherence to enterprise standards, procedures, and policies.

Lead the review and testing of internal fraud processes, controls, and rule implementations to assess design and operating effectiveness.

Identify gaps or weaknesses in process execution and partner with control owners to develop timely and effective remediation plans.

Create standardized QA scorecards and reporting to provide transparency into control health and program maturity.

Support readiness and validation activities for audits, regulatory exams, and internal reviews.

Partner with the Director to prepare materials and updates for governance committees, management meetings, and risk reviews.

Coordinate across the Reporting & Insights and Governance teams to align quality and program performance metrics with enterprise dashboards.

Build strong partnerships with 2LOD (Operational Risk, Compliance) and 3LOD (Audit) partners to ensure alignment on QA methodology and testing outcomes.

Ensure consistent communication and engagement across program stakeholders to drive transparency and accountability.

Lead, mentor, and develop a small team of program managers and QA analysts to deliver high-quality results and foster professional growth.

Cultivate a culture of operational excellence, collaboration, and continuous improvement within the team.

Provide guidance and structure to ensure consistent execution, documentation, and adherence to governance processes.

Identify opportunities to enhance efficiency and effectiveness in program delivery and QA testing processes.

Leverage automation, workflow management tools, and data insights to strengthen QA precision and reporting.

Stay current on industry trends and best practices in fraud governance, risk management, and program quality disciplines.

Qualifications

Bachelor's degree in Business, Risk Management, Project Management, or related field required; Master's preferred.

8 years of experience in program management, risk management, or governance, ideally within financial services.

Proven experience leading program execution and quality assurance in a risk, compliance, or fraud-related function.

Prior experience managing a small team of program or project professionals.

PMP, Lean Six Sigma, or related certification a plus.

Strong knowledge of risk management and fraud prevention frameworks.

Expertise in program management tools, methods, and documentation practices.

Experience designing and implementing QA frameworks or testing programs.

Strong analytical and problem-solving skills with exceptional attention to detail.

Proficiency in project tracking tools (JIRA, Asana, Smartsheet) and data visualization tools (Tableau, Power BI) preferred.

Excellent communication, organization, and presentation skills.

Collaborative leader who drives results through influence and partnership.

Strategic thinker who can balance tactical execution with long-term program vision.

Skilled at managing multiple priorities and delivering results in a fast-paced environment.

Effective communicator capable of engaging senior stakeholders and cross-functional partners.

Qualifications

Salary Range : $103,750.00 to $174,750.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally :

Competitive base salaries

Bonus incentives

6% Company Match on retirement savings plan

Free financial coaching and financial well-being support

Comprehensive medical, dental, vision, life insurance, and disability benefits

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

Free and confidential counseling support through our Healthy Minds program

Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and / or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position

Job : Operations

Primary Location : US-North Carolina-Charlotte

Other Locations : US-New York-New York

Schedule Full-time

Tags 1LOD_Internal Fraud

Req ID : 25022219