American Express

Director – Complaints and Smart Monitoring

Posted On

June 13, 2024

Location

Gurgaon, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

July 7, 2024

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Function Description:

American Express Global Commercial Services (GCS) is the leading payment card issuer for businesses in the United States and various international markets and supports business owners and companies with products and services to help them run and grow their businesses. Control Management at American Express is a comprehensive and integrated program designed to identify, outline, report, monitor and control operational risk exposures of various business processes. It supports business units in meeting all relevant operational risk, regulatory and compliance requirements.

GCS Control Management team aims to ensure that GCS has a strong first line of defense, playing an active role in supporting the growth of business, meet its objectives and demonstrating an effective control framework.

Purpose of the Role:

Reporting into the VP - GCS Control Management COE - India, this Band 40 position will support in transitioning Complaints management and Smart Monitoring processes for GCS to the COE in India and thereafter leading these programs end-to-end on behalf of GCS Control Management organization.

Job Responsibilities:

Among the specific responsibilities, this role will include:

End-to-end ownership of the GCS Complaints and Smart Monitoring Programs. Ensure all deliverables under these programs are completed timely and accurately.
Manage transformation of control testing and monitoring environment in GCS through automating proactive and reactive risk identification via Artificial Intelligence (AI) and Machine Learning (ML).
Ensuring compliance with American Express complaint policies. Ensuring appropriate analysis and research is carried-out on complaints and problems to generate customer insights and develop solutions. Ensure periodic reporting is shared with senior leadership and critical partners.
Lead the project to uplift the complaints management process by collaborating closely with various partners including MRMG & Gen AI team.
Partner with key stakeholders (Business Owners, Product team, Compliance, Control Management) to analyze automated monitoring/testing opportunities and develop detailed requirements.
Manage stakeholders expectations/project timelines by leading the resolution of blockers impeding development progress.
Effectively lead the team responsible to analyze, develop, and generate actionable information from complex and disparate datasets. Apply both quantitative methods and business knowledge to create insights necessary to support stronger control environment.

Critical Factors to Success:

Demonstrated PMO experience including roadmap and strategy development. Champion the utilization of agile development tools/processes such as JIRA, Confluence, Github, Airtable etc.
Proven leadership and project management skills.
Excellent understanding of risk management. Ability to quickly adapt to heightened regulatory standards such as additional requirements originating from moving to a Cat 2 Bank.
Demonstrated interpersonal skills to work across a wide range of teams and build effective working relationships.
Self-motivated, with the ability to manage multiple work streams and ad-hoc tasks simultaneously.
Ability to ask the “right” questions without having extensive knowledge in a particular business area.
Strong communicator with experience of engaging with key partners globally and presenting updates to them.
Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
Lead with an external perspective, challenge status-quo and bring continuous innovation to our existing offerings.

Minimum Qualifications/Prior Experience:

Overall 10+ years of experience with minimum 3 years of experience in Control Management, Risk Management, Compliance, Internal Audit, or a related field.
Knowledge and experience of setting-up or managing a COE supporting a large Global organization.
Experienced people leader with the ability to lead and empower a large and a diverse team.
Experience in business process improvement, control design and development of control & process testing.
Demonstrated interpersonal skills to work across a wide range of teams and build effective working relationships.
Proven project management skills with the ability to manage control and compliance frameworks.
Strong communicator, with experience of engaging with key partners.
Strong Microsoft Excel, Presentation skills, particularly in creating custom reporting and data presentation. Experience of driving automation initiatives in a complex environment.
Ability to lead and affect process change and improvements at all levels.

Leadership Outcomes:

Set the agenda: Develop the strategy for the India COE in partnership with the OE Organization and leadership.
Lead with an external perspective, challenge status-quo and bring continuous innovation to our existing offerings.
Bring others with You: Partner within the OE organization to build and deliver an effective, sustainable, and scalable COE structure.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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 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.

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

Jobs at Gurgaon

American Express

Engineer II