Associate - Digital Product 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.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

How will you make an impact in this role?

Global Commercial Services (GCS) is the global leader in providing payment solutions for small businesses. The Small Business Products (SBP) organization serves as the company’s new digital cash flow management hub, designed exclusively for small businesses. It features cash flow insights, digital financial products, SBS and Co-Brand Cards, and an easy way to reach and manage their Business Card and Business Checking and Business Loan products. Within the Small Business Products organization sits the Business Operations team, which focuses on driving SBP strategy by executing key processes for product enablement, assisting in the development of first-line testing, Smart Monitoring KRIs, controls, data governance, and more. We are looking for an Analyst who will play a key role in executing operational processes and overseeing Smart Monitoring that supports the SBP strategy.

Purpose of the Role: Digital Product Analyst would have to support/lead KRI development, KRI alert reviews and oversight of Smart Monitoring KRIs etc. Project Management activities associated with SBP Operations, while working across operational areas such as Product and Operational Excellence.

Working Hours:

IST Afternoon shift: 03:30 PM – 12:00 AM

Responsibilities:

• Manage and analyze Smart Monitoring alerts related to KRIs for various Small Business Products (e.g., Business Checking, Business Line of Credit, Co-Brand Cards, and Small Business Cards).
• Proactively identify alert triggers, root causes, and implement solutions to resolve issues promptly to close KRI alerts.
• Collaborate with cross-functional teams, including Product Management, Control Management, Issue Management, and GSG Loyalty Support teams to ensure timely resolution of KRI alerts and enhancements of monitoring systems.
• Continuously evaluate and optimize KRI alert review processes to improve efficiency and effectiveness.
• Utilize various Amex tools such as GSP, Control Tower, Griffin, MBP (Modern Banking Platform), Archer, and Cosmos for data access.
• Recommend enhancements to monitoring processes and KRI logic based on root cause analysis and alert findings.
• Interpret KRI alert data to drive meaningful insights and ensure resolution via appropriate channels.
• Document best practice guidelines to build knowledge within the team and reduce overall product issues.
• Demonstrate learning agility; make decisions quickly while upholding the highest level of integrity.
• Raise Issues and follow-up with Issue Management team for Incidents and OREs.

Minimum Qualifications

• Experience in Project Management and Risk Management with strong decision-making skills, prioritization abilities, and a proven track record of managing cross-functional, large/complex initiatives that may have a commercial impact.
• Proficiency in monitoring and risk analysis; understanding of financial product risk management principles.
• Ability to navigate complex information that is often unclear or open to interpretation; tenacity and determination are key in solving everyday problems.
• Capability to influence others without direct authority while appropriately challenging the status quo.
• Self-motivated with the ability to handle multiple tasks and KRIs concurrently; prioritize work effectively to ensure quality and impact
• Strong relationship-building skills along with excellent verbal and written communication skills to influence at all levels.

 Preferred Qualifications

• Preferred Qualifications: 2–4 years of experience in KRI development, KRI alert review, monitoring, risk analysis, or a similar analytical role

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.