Reporting to the Vice President, Chief Compliance Officer (CCO), the Deputy AML, Complaints and Regulatory Relations Officer will provide strategic leadership and oversight for Amex Bank of Canada’s Anti-Money Laundering and Anti-Terrorist Financing (“AML/ATF”) Program, Complaints Management Program, and Regulatory Relations function.
The role is responsible for ensuring that the Bank maintains effective governance, oversight, and regulatory engagement practices in accordance with applicable legal and regulatory requirements and internal American Express policies. The incumbent will serve as a key member of the Compliance leadership team and will lead initiatives designed to strengthen the Bank’s compliance culture, regulatory posture, and risk management capabilities.
The role has three primary mandates:
- Management and oversight of the Bank’s AML/ATF, Sanctions, and Anti-Corruption Compliance Programs in the capacity of Deputy AML Officer (“DAMLO”);
- Leadership and oversight of the Bank’s Complaints Management Program in the capacity of Deputy Chief Complaints Officer; and
- Management of the Bank’s regulatory relationships and regulatory engagement activities with federal, provincial, and other applicable regulatory authorities as required.
The incumbent will work closely with business partners, operational teams, control functions, and global stakeholders to ensure effective management of compliance and regulatory risk across the organization.
Responsibilities
Deputy AML Officer Responsibilities:
- Provide strategic direction, thought leadership, and regulatory counsel regarding the Bank’s AML/ATF, Sanctions, and Anti-Corruption Compliance Programs in accordance with applicable legal and regulatory requirements and internal American Express policies.
- Lead the development, implementation, enhancement, and ongoing oversight of AML/ATF compliance frameworks, policies, procedures, controls, risk assessments, monitoring activities, and training programs.
- Proactively identify, assess, and communicate emerging regulatory risks, industry developments, and evolving regulatory expectations impacting AML/ATF, Sanctions, and Anti-Corruption programs.
- Ensure the effectiveness, adequacy, and consistency of AML/ATF controls and standards across the Bank and provide recommendations to address deficiencies or enhance compliance practices.
- Develop and deliver reporting to Senior Management, governance committees, and other stakeholders regarding the effectiveness of AML/ATF, Sanctions, and Anti-Corruption programs, including identified issues, trends, and remediation efforts.
- Partner with internal and global stakeholders to support strategic initiatives, regulatory change management, examinations, and ongoing enhancement of the Bank’s AML compliance framework.
- Foster and promote a strong risk and compliance culture across the organization with respect to financial crimes compliance.
Deputy Chief Complaints Officer Responsibilities:
- Lead and oversee the Bank’s Complaints Management Program, ensuring compliance with applicable regulatory requirements, internal policies, and industry best practices.
- Provide strategic leadership and oversight for the effective intake, management, escalation, investigation, resolution, and reporting of customer complaints.
- Monitor complaint trends, root causes, and emerging risks and provide recommendations to strengthen controls, improve customer outcomes, and mitigate regulatory risk.
- Ensure timely and accurate reporting of complaints-related metrics, issues, and trends to Senior Management, governance committees, and regulators, as required.
- Partner with servicing, operations, legal, compliance, and business stakeholders to drive effective complaint resolution and continuous improvement initiatives.
- Support regulatory examinations, reviews, inquiries, and investigations related to complaints management activities.
- Promote a customer-focused culture and ensure complaints handling practices align with regulatory expectations and enterprise standards.
Regulatory Relations Officer Responsibilities:
- Lead the Bank’s regulatory relations activities and maintain effective working relationships with applicable federal, provincial, and international regulatory authorities.
- Coordinate regulatory engagements, examinations, inquiries, supervisory requests, and ongoing communications with regulators.
- Provide strategic guidance and oversight regarding regulatory developments, expectations, and emerging risks impacting the Bank.
- Support the preparation, review, and submission of regulatory responses, reporting, presentations, and materials to ensure completeness, accuracy, and timeliness.
- Advise business and control partners on regulatory matters and support implementation of regulatory changes and remediation activities.
- Facilitate effective coordination across business units and control functions in support of regulatory examinations and issue resolution efforts.
- Support engagement activities involving Senior Management, governance committees, and the Board of Directors, as required.
Leadership Responsibilities:
- Lead, develop, mentor, and manage a team of Compliance professionals across AML, complaints management, and regulatory relations functions.
- Foster an inclusive, high-performance culture focused on accountability, collaboration, continuous improvement, and effective risk management.
- Build and maintain strong partnerships with business leaders, operational teams, Legal, Risk, Audit, and global Compliance stakeholders.
- Contribute to the ongoing enhancement of the Bank’s overall Compliance framework and culture.
Qualifications
- 10–15+ years of experience in Compliance, AML, Legal, Risk Management, Audit, or related functions within a highly regulated environment, preferably within financial services.
- Strong knowledge of Canadian regulatory requirements applicable to financial institutions, including AML/ATF regulatory frameworks and complaints management requirements.
- Experience interacting with federal and provincial regulators; experience with U.S. banking regulators considered an asset.
- Demonstrated experience leading AML/ATF compliance programs, complaints management functions, and/or regulatory engagement activities.
- University degree in a related field or equivalent combination of education and business experience.
- Professional certifications and/or postgraduate degrees (e.g., CAMS, JD, LL.M, MBA) are considered an asset.
- Strong leadership and people management capabilities with experience leading teams and driving organizational change.
- Excellent communication, relationship management, and stakeholder engagement skills, including experience presenting to Senior Management and regulators.
- Strong analytical, strategic thinking, and problem-solving capabilities with the ability to manage multiple priorities in a fast-paced environment.
- Proven ability to influence stakeholders, lead complex initiatives, and operate effectively across matrixed organizations.
- Demonstrated ability to work independently, exercise sound judgment, meet deadlines, and adapt effectively to changing regulatory and business environments.
The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions
The job posting is for an existing vacancy.
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
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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.
