American Express

Manager - Complaint Governance

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 Governance with specific focus on establishing the ICS governance and oversight program relating to complaints 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 Governance will:

Support the ICS Complaints Governance lead supporting the governance on behalf of International Legal Entities (LEs) and ensuring that local leadership and governance forums (including ICS LE Control Management) have full oversight of the program and outcomes
Serve as the go-to subject matter expert within ICS, on the Complaints Governance Program
Review and analysis of complaint volumes and trends, and provide actionable insights to manage trends and risks to ICS leadership
Addressing and escalating complaint themes in accordance with Complaint Program Requirements and referring them to ICS and LE leadership as appropriate
Maintaining appropriate records of complaint resolution and program adherence and working with first, second- and third-line teams to ensure robustness
Consult on implementation of controls tailored to areas of focus, and provide broader input on the area of risk
Be a Complaint SME sharing insights, better practices, themes, for programs

The Manager, Complaints Governance will:

Design, Implement and continuously improve the ICS Complaint Governance structure
Collaborate with business and key stakeholders to define action plan based on potential issues identified from Complaints root cause analysis
Work with business partners to track resolution of potential issues identified
Support oversight of Complaint capture teams to ensure quality thresholds are being met and compliance with procedures and regulatory guidelines
Develop and facilitate training, communication, and awareness around the Complaints Management Program
Collaborate with key stakeholders on cross-functional teams including but not limited to GSG intake channels, Line of Business Compliance, Market Compliance, Complaint Program Office, Legal Entity teams, Capabilities and Technologies to ensure all business needs and mandatory compliance, legal and employee requirements are met.
Act as the key liaison for internal audit requests and regulatory exam regarding ICS Complaint
Support the ICS Complaints Management Program internationally, as per the AEMP 71 (Enterprise-Wide Complaint Management Policy)
Support compliance in markets with any current regulatory / market requirements
Support markets to be aware of any future regulatory / market requirements
Collaborate with other risk programs to support strategic initiatives

Required Qualifications:

5+ years of experience in operational risk management (e.g., within Risk and/or Internal Audit function) and understanding critical operational risk management lifecycle activities
Strong Program/ Project management, communication, and interpersonal skills
Experience in process governance, establishing and overseeing robust decision-making processes that align with policies, regulatory frameworks, and/or operational standards
Experience in Quality Assessment, Root cause analysis, building action plans for issues and events or other Risk programs
Strong stakeholder management - Ability to build working relationships with key business stakeholders and business SMEs.
Lead the governance structure that drives clear ownership, decision making, and risk management.
Complaint Experience- Knowledge of complaint handling, research and reporting
Knowledge of these tools is very helpful: Global Complaints on CLIC (GCOC), ICARE, Salesforce, Tableau
Strong Microsoft advance Excel, Presentation skills and Reporting Knowledge
Strong communicator, with experience of engaging with key stakeholders globally.

Preferred Qualifications:

Bachelor’s degree in finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous
Experience in at least one of the following:
Subject matter expertise within the BU on identifying key risks, trends, and process improvements
Facilitating activities to comply with enterprise policies and programs
Provide advisory to business based on themes generated from Complaints analytics
Experience in the financial services industry

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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