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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
