American Express

Senior Analyst-Operational Excellence

Posted On

June 17, 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.

How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you’re finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path.

Functional 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, measure, 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 Manager - GCS Control Management COE - India, this Band 30 position will be supporting management of Complaint program; working with client-facing teams to properly capture and analyze complaints while also working across Global Commercial Services and key business partners.

Job Responsibilities:

Conduct research and analytics by reviewing complaint cases and systems to identify themes and potential concerns
Create meaningful reporting to enable teams to improve products and processes to minimize future complaints
Support oversight of Complaint capture teams to ensure quality thresholds are being met and compliance with procedures and regulatory guidelines
Support the Annual Compliance Plan (ACP), for items specifics to GCS Complaints Management
Collaborate with key partners on cross-functional teams including but not limited to GSG intake channels, Line of Business Compliance, Complaint Program Office, Operational Risk, Capabilities and Technologies to ensure all business needs and mandatory compliance, legal and employee requirements are met.
Work with business partners to track resolution of potential issues identified
Support the GCS Complaints Management Program globally, specifically AEMP 71 (Enterprise-Wide Complaint Management Policy)

Critical Factors to Success:

Analysis – ability to identify and synthesize trends to provide valuable analysis and recommendations to leadership.
Attention to Detail - ability to ensure precision and accuracy in all deliverables.
Collaboration & Relationship Skills - Proven track record of positively collaborating with partners to achieve outcomes.
Communications skills – ability to communicate clearly and concisely in both written and verbal form, to different audiences with varying backgrounds.
Personal Excellence - high degree of integrity/confidentiality, comfort with speaking up for what is right as well as reporting/calling out compliance concerns.
Affinity for Process Definition/Improvement - ability to define requirements and translate them into clear processes and procedures with a transformational approach to efficiency and effectiveness. Penchant for empathizing with internal customers (both policy makers and process recipients) to develop programs that achieve program goals without over-burdening recipient teams.
Flexibility - Must be a highly motivated self-starter with a sense of urgency, positive attitude, and the ability to deliver within a tight timeframe and excel in a high pressure, dynamic environment.

Qualification:

Demonstrated interpersonal skills to work across a wide range of teams and build effective working relationships.
Strong teammate and self-motivated, with the ability to handle multiple work streams and ad-hoc tasks simultaneously
Experience compiling information and developing thoughtful material for presentation
Strong Tableau, Microsoft Excel, Presentation skills, particularly in creating custom reporting and data presentation
Flexibility in response to changing circumstances
Strong organizational skills with great attention to detail
Excellent oral and written communication skills are required
Bachelor’s degree or above

Functional Skills/Capabilities:

Complaint Experience - Knowledge of complaint handling, research, and reporting
Knowledge of these tools/platforms is very helpful: Global Complaints on CLIC (GCOC), ICARE, Salesforce
Strong Tableau, Microsoft advance Excel, Presentation skills and Reporting Knowledge
Strong communicator, with experience of engaging with key stakeholders globally.
Proven project management skills with the ability to manage control and compliance frameworks.

Leadership Outcomes:

Set the agenda: Develop the strategy for the India COE in partnership with Control Management Organization and leadership.
Lead with an external perspective, challenge status-quo and bring continuous innovation to our existing offerings.
Bring others with You: Partner with stakeholders within the Control Management 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.

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