Talha Jilani

• Maintained and enhanced the Internal Control System (ICS) covering 200+ controls across 12
business units, reducing open control gaps from 18 to 4 — a 78% improvement in control effectiveness.
• Led ICAAP Scenario Analysis and PRCSA Top-Down Assessments in direct support of regulatory
submissions and sustainable capital planning processes.
• Developed and tracked Key Risk Indicators (KRIs) aligned with the organisations Risk Appetite
Framework, enabling proactive identification of emerging Non-Financial Risks.
• Applied the Three Lines of Defense model to structure control ownership, testing, and escalation pathways
across 1st and 2nd line functions.
• Partnered with 12+ business departments to guide stakeholders through control assessment processes,
ensuring ICS robustness and ongoing regulatory alignment.
• Assessed and refined 50+ existing controls; developed new control mechanisms for evolving risk areas
including ESG, digital banking, and operational resilience.
• Prepared monthly and quarterly ICS reports providing actionable insights to senior management and
the advisory board on the organisations internal control profile.
• Organised and delivered 6 risk-awareness workshops to 100+ internal staff, fostering a culture of risk
accountability and practical control implementation.

• Led a global conduct risk team overseeing US and International market monitoring, managing business
self-testing across 500+ customer interactions per month.
• Designed and maintained test compendiums for RBST processes covering 5 regulatory requirements,
ensuring zero compliance gaps across all audit cycles.
• Delivered a 20% reduction in conduct risk incidents over 2 years through risk insight reporting and
targeted mitigation recommendations to senior business management.
• Collaborated with Operational Risk, Compliance, and Internal Audit teams to ensure comprehensive risk
coverage and alignment with organisational risk objectives.
• Enforced adherence to Operational Risk Governance and American Express Compliance standards across
GCS business monitoring and certification processes.

• Conducted business self-testing, process monitoring, and sales & servicing call evaluations for 100+ monthly
interactions to ensure regulatory compliance and risk mitigation.
• Spearheaded the establishment of UK FXIP Call Monitoring from the ground up — including RBST
process design, pilot execution, and training for 50+ analysts.
• Identified control deficiencies through testing and call monitoring; collaborated with business partners to
implement corrective actions within agreed SLAs.
• Led lookback activities across 5 international markets to identify potential sales misconducts; prepared
regulatory-grade call transcripts for ad-hoc compliance submissions.
• Delivered comprehensive training programmes across multiple locations for FXIP and SBA PPP processes;
managed daily data collation and executive-level reporting.

• Conducted operational audits of dispute processes across multiple locations, achieving consistent high
regulatory ratings through process standardisation.
• Led the CEN Case Setup Project, improving dispute resolution controls and reducing processing
errors by 25% within 12 months.
• Delivered data-driven insights via BUR presentations to Compliance and Policy teams, directly informing
process improvements and risk framework updates.

• Conducted regulatory auditing and workflow testing for back-office teams across 5+ functional areas,
ensuring full compliance with established regulatory standards.
• Prepared monthly and quarterly executive decks and business unit reviews for senior leadership, providing
actionable insights for strategic risk decisions.
• Served as Single Point of Contact (SPOC) for Inventory ETL, facilitating effective coordination across
cross-functional teams.

• Analysed, investigated, and resolved 50+ billing disputes per week, consistently achieving quality scores
above 98%.
• Served as Subject Matter Expert (SME), onboarding and mentoring 20+ new hires on dispute
resolution processes, improving team accuracy by 15%.

• Resolved Card Member complaints by thoroughly investigating evidence, providing regulatory defence or
appropriate redress, and analysing banking products and related regulations.
• Managed team queries, provided floor support, coordinated production data and reporting, and implemented
process quality improvements.
• Created and delivered training programmes, resulting in improved team performance; earned multiple awards
for exceptional service and dedication.