Director -Operations

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.

Global Card and Fraud Operations (GCFO) is at the center of some of the company’s most important priorities. Our credit and underwriting operations strategies play a meaningful role in running credit risk and helping the company grow by bringing the right customers into our franchise quickly, enabling spend, and assisting clients in financial stress.

Commercial and Consumer Underwriting is part of Global Commercial Credit (GCC). GCC is comprised of Global Commercial and Consumer Underwriting, Global Corporate Credit and Global Merchant Risk Operations functions operating across 14 locations with 850 colleagues around the world. The GCC team vision is to “Provide the world’s best credit and underwriting experience every day”.  GCC strives to strike the right balance between helping Corporate/Business clients and customers in need through offering a range of financial advisory services, spend enablement, or limit exposure through effective risk mitigation, to prevent spending that will not be paid back – while building upon the customer’s relationship with American Express.  You can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

As a brand built on going above and beyond to provide the best customer experience, having the most outstanding colleagues is paramount. As the voice of the company, you can build positive interactions with our customers every day.

This role will report to the Vice President of Global Commercial Credit (GCC) Underwriting and will lead our Underwriting teams based across the Gurgaon site. This role is responsible for leading Underwriting operations team that manages operational underwriting processes.

The incumbent will manage daily operations, partnering with peers in Credit Fraud Risk and Strategy, Transformation and Capabilities organization to ensure we are striking the right balance on proactive financial reviews and growing profitable customer spend.

Primary duties include the following:

• Attract, empower, develop and retain a hard-working distributed team of underwriting professionals and customer care colleagues (team size approx. 80+).
• Develop and/or implement effective strategies that drive improvements to customer sentiment, compliance, production, operational risk, and system capabilities.
• Strong Customer First orientation; effectively manage customer issues and provide detailed responses to senior executives and other business partners.
• Work in collaboration with and influence key business partners including Risk Management, American Express National Bank, and Global Commercial services.
• Look forward, embrace change, introduce external perspectives and challenge the status quo as Global Commercial Credit moves forward and prepares to win through the next economic cycle

Minimum Qualifications

• 5 years’ experience in Commercial/Consumer Underwriting at a leading financial institution 
• Detailed understanding of fundamental financial analysis including the ability to review corporate financial documents to determine the ability of the obligor to honor its credit obligations
• Experience leading large operations teams 

Preferred Qualifications

• Graduate Degree/MBA or equivalent experience preferred

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.