American Express

Manager, Complaint Program - Reporting and Insights

Posted On

May 27, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

June 22, 2025

Job Description

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

International Card Services (ICS) Risk & Control is looking for a Manager ICS Complaint Program Reporting and Insights with specific focus on establishing the Reporting and Business Insights workstream for Complaints Program in line with the requirements of AEMP71. It will involve extensive collaboration with multiple partners across Global Servicing Group, International markets and legal entities and ICS Control Management.

The Manager – ICS Complaint Program - Reporting and Insights will:

Lead and develop the ICS Complaints Reporting and Insights program
Will establish the analytics, insights, and regulatory reporting for ICS Complaint’s Program
Collaborate directly with senior leaders to help them understand complaints trends and how they can respond to them.
Identify complaint themes leveraging data insights and referring them to ICS and LE leadership as appropriate
Proactively analyze risk trends, undertake root-cause analysis, and provide consultative support to business and stakeholders.
Ensure all regulatory requests are managed with 100% accuracy and timeliness.

The Manager, Complaints Reporting and Insights will:

Design, build and maintain dashboards and automated reports leveraging ICS Complaints data
Analyze complaint data to help identify root cause, areas of concern and potential issues
Compile thematic risk reporting (levels, trends, causes) to provide actionable and meaningful insights into business on current risk levels, emerging trends, and root causes
Translate complex data into concise, impactful visualizations and presentations for decision making
Proactively identify opportunities to improve data quality, reporting processes and analytical capabilities
Utilize Natural Language Processing and generative AI tools to automate report generation, summarize data insights and improve data storytelling
Collaborate with stakeholders to define KPIs, reporting needs and performance metrics
Research and implement AI driven BI innovations to continuously enhance business insights and reporting best practices

Required Qualifications:

5+ years of experience in Data Analytics, generating Business Insights or similar role
Proficient analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively
Hands-on experience with Python, R, Tableau Developer or Tableau Desktop Certified Professional, Power BI, Cornerstone, SQL, HIVE, Advance MS Excel (Macros, Pivots).
Hands on experience with AI/ ML frameworks, NLP, Sentiment analysis and Text summarization etc.
Strong analytical, critical thinking and problem-solving skills
Ability to communicate complex findings clearly to both technical and non-technical audiences

Preferred Qualifications:

Bachelor’s degree in business, Risk Mgmt, Statistics, Computer Science, or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

Experience in at least one of the following:

Providing identification of operational risks throughout business processes and systems
Enhancing risk assessments and associated methodologies
Reviewing and creating thematic risk reporting to provide actionable insights into risk levels, emerging trends, and root causes
Experience in the financial services industry
Experience in Big Data, Data Science will be a definite advantage
Familiarity with ERP systems or business process tools
Knowledge of predictive analytics

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

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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