General 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.

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.

One of the highest priorities across the American Express enterprise, is to ensure that we operate with the highest levels of conduct and risk management at the forefront of our mind, and to ensure that we have the right tools and processes to protect the enterprise from unwanted attacks of fraudulent behaviours. Throughout our customer portfolio’s it is a requirement for us to ensure that we have completed all of the relevant Know Your Customer (KYC) and Know Your Business (KYB) validation processes and can demonstrate to a Regulator or Auditor that we successfully know who we are allowing to legitimately use our products. These roles will be responsible for managing the above across our Merchant relationships.

Responsibilities You will lead your team to deliver world class results, for our businesses and in your role you will:

Provide ongoing coaching and development of a team of colleagues, providing regular feedback on quality and goal results

Manage day to day production preparation and effectiveness,



striking the balance between speed and precision

Build a robust talent pipeline with an inclusive approach

Cultivate an environment where we win as a team

Engage and develop colleagues to become the best they can be

Provide input to wider KYC leadership team on staff management / engagement / succession planning etc.

Develop collaborations with other AML teams and stakeholders

Identify operational risks which impact, or have potential to impact the business

Record/collect relevant information to be created and used for Management Reporting purposes

Qualifications Minimum Qualifications

Strong English verbal and written is a must

Strong analytical skills

Ability to manage and drive tasks to completion, take on additional responsibilities, and prioritise work in a constantly evolving and fast paced environment

High levels of personal integrity and motivation to work semi-autonomously under minimum supervision and still provide high quality/highly efficient output

Be comfortable working in an ambiguous space with many open questions and approaching things with a solution-based mindset

Able to be collaborative across lines of business, countries and band levels

Proficient knowledge in Microsoft Office tools, including Excel, Word and Outlook, with confidence using systems and data to support and take decisions.

Preferred Qualifications

Other European Languages are a bonus

Demonstrated resiliency in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment

Comfortable to speak up, ask questions and challenge the status quo A background in either or both Large/Multinational Corporate and/or Know Your Customer





Non-considerations For Sponsorship Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.

About Us 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.

About The Team 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

📌 Team Leader KYC Merchant - English Speaker (Madrid)
🏢 American Express
📍 Madrid