Carine Deplanque
Peacehaven
Summary
Accomplished compliance professional with extensive expertise in UK and European laws and regulations, including Consumer Protection and Fairness, AML, Privacy, Licensing, and Sanctions. Demonstrates a proven record of success in complex matrix environments and excels in assessing regulatory impacts on business operations. Strong leadership skills focus on coaching and development, effectively managing competing priorities to develop strategic solutions. Committed to enhancing compliance risk management programmes while driving organisational growth and integrity.
Overview
26
26
years of professional experience
Work history
Line of Business Compliance Director
American Express
10.2015 - Current
- Responsible for establishing, maintaining, and enhancing an effective compliance program across UK and Europe for Global Services (GS) and Travel Lifestyle Services (TLS)
- Advising on business initiatives in a dynamic regulatory landscape, ensuring alignment with UK and European compliance requirements.
- Acting as a key liaison with senior regional management to support and advance GS compliance programs.
- Providing expert compliance guidance on the design and implementation of new servicing strategies, customer interactions, processes, and controls, ensuring adherence to applicable laws and regulations.
- Ensuring seamless integration of GS’ compliance framework with global enterprise policies and local market regulatory obligations.
- Leading and managing a high-performing team of five Managers and two Analysts, driving compliance excellence across 30 European markets.
Market Compliance Officer (MCO) - France
American Express
11.2019 - 08.2020
- Served as the interim French Market Compliance Officer (MCO) overseeing the full compliance program and ensuring regulatory adherence.
- Led the response to the regulatory exam initiated by the French regulator - Autorité de Contrôle Prudentiel et de Résolution (ACPR), managing communications, remediation efforts, and regulatory requirements.
Line of Business Senior Compliance Manager
American Express
04.2012 - 10.2015
- Supported the development and maintenance of an effective Compliance Program for Global Servicing EMEA
- Developed and maintained up-to-date expertise in relevant European laws, regulations, standards, and policies.
- Led the implementation and communication of compliance policies and procedures to ensure adherence across the organization.
- Facilitated the execution of key projects and strategic initiatives, collaborating with Regional Compliance, the General Counsel Office (GCO), and other supporting functions.
- Provided expert guidance on complex compliance issues through the International Issue Management Program, proactively identifying and resolving regulatory challenges.
- Played an active role in conducting International Compliance Risk Assessments to identify and mitigate potential risks.
- Assisted in the development and execution of compliance monitoring programs and internal audits to ensure regulatory adherence.
- Recruited, managed, and coached a team of two Compliance Analysts, fostering professional growth and operational excellence.
Market Compliance Manager - UK
American Express
11.2009 - 04.2012
- Designed and implemented a robust Complaint Handling program for all UK lines of business, ensuring compliance with UK regulatory requirements.
- Developed and executed comprehensive monitoring reviews and reporting frameworks to assess the efficiency of Complaint Handling and Health of Compliance (HOC) programs.
- Provided expert consultancy to EMEA markets, supporting the implementation of localized complaint handling processes.
- Assisted the UK Director and Vice President of Compliance and Ethics with key projects, strategic initiatives, and high-level reporting.
- Delivered daily guidance on compliance matters across all lines of business, proactively resolving issues and mitigating risks.
Quality Leader
American Express
02.2005 - 02.2009
- Led and managed a team of 12 Quality Analysts in a complex matrix environment, covering multiple processes, languages, and cultures.
- Developed a closed-loop feedback system, fostering collaboration with Operations, Production, Training, Customer Listening, Business Transformation, and Compliance & Ethics teams.
Project lead
American Express
01.2004 - 02.2005
- Designed and implemented standardized front and back-office monitoring processes to capture the true voice of the customer and drive service excellence.
- Established a centralized Quality Team for Consumer, Corporate, and Merchant operations across EMEA lead markets, enhancing consistency and efficiency.
- Identified and implemented strategies to enhance the overall customer experience and improve frontline operational performance.
- Ensured adherence to market policies and regulatory requirements, maintaining compliance in all monitoring activities.
Customer Service Team Leader
American Express
09.2002 - 12.2003
- Led and managed a team of 30 Customer Service Representatives, ensuring high performance and engagement.
- Ensured Service Level Agreements and targets were consistently met or exceeded.
- Provided leadership, coaching, and motivation through one-on-one sessions, feedback, regular meetings, and formal appraisals.
- Monitored team performance and quality using various analytical tools and reports to drive continuous improvement.
- Identified training needs, addressed performance challenges, and implemented development plans to enhance team capabilities.
- Fostered strong cross-functional relationships with key departments to streamline operations and improve service delivery.
Customer Service Senior Representative
American Express
09.1999 - 09.2002
- Managed a portfolio of French Platinum customers, ensuring high-level service and satisfaction.
- Developed and implemented new workflows and tools to enhance team efficiency and motivation.
- Designed and established a structured training program, mentoring and coaching new hires.
Education
Master's degree in Business - Marketing
Lille University
France /1997 - /1999
Higher National Diploma - Business
Dunkerque University
France /1995 - /1997
Skills
- Proficient in UK and EU laws and regulations
- Excellent knowledge of Compliance Risk Management
- Proven record of driving results in complex matrix environments
- Ability to assess regulatory impact
- Ability to manage competing priorities
- Strong leadership skills
Languages
French
Native
Spanish
Intermediate
English
Fluent
Timeline
Market Compliance Officer (MCO) - France
American Express
11.2019 - 08.2020
Line of Business Compliance Director
American Express
10.2015 - Current
Line of Business Senior Compliance Manager
American Express
04.2012 - 10.2015
Market Compliance Manager - UK
American Express
11.2009 - 04.2012
Quality Leader
American Express
02.2005 - 02.2009
Project lead
American Express
01.2004 - 02.2005
Customer Service Team Leader
American Express
09.2002 - 12.2003
Customer Service Senior Representative
American Express
09.1999 - 09.2002
Master's degree in Business - Marketing
Lille University
/1997 - /1999
Higher National Diploma - Business
Dunkerque University
/1995 - /1997
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