Manager-Operations

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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 lets lead the way together.

Within Global Strategy & Enablement (GS&E), the Global Complaints & Privacy organization is responsible for owning and governing the enterprise complaint program policies, and servicing & handling customer complaint channels across multiple markets. The team is responsible for ensuring resolution of Customer outcomes, identifying key trends across geographies, and ensuring compliance to key international regulations/laws and practices.

How will you make an impact in this role?

The role will specifically require to take-over Nodal officer responsibility for the India market. Additionally, the role may also include leading cross-functional teams in a highly regulated and fast paced environment, delivering unparalleled Customer Service to our Card Members.

Responsibilities include:

The primary objective of the role is to oversee end to end customer complaints management (e.g., process, procedures, practices, and standards) for AEBC India. In this role the selected candidate will play a key role in establishing strong business relationships across all lines of business in India working with other leaders in Legal, Privacy, Compliance, Customer Service, Credit, Fraud, New Accounts, Disputes, Marketing Travel, Insurance & several back-office teams to support resolution of all complaints.

Act as Nodal Officer representing AEBC to RBI, CICs (Credit Information Companies) and to be the focal point for grievance related queries.

Attending to the references received from the RBI / CICs and ensure that comments & responses after due internal investigation and scrutiny are submitted to RBI/CICs timely.

Provide Governance & oversight on complaint related matters to various business units.

Attend Banking Ombudsman meet scheduled by the Regulator/ RBI (Reserve Bank of India)

Oversee all complaints not resolved by the Bank within regulatory timelines.

Responsible for the timely review & closure of any Banking Ombudsman Instruction, Advisory or Award issued to the Bank.

Present regular reporting to key stakeholders and attend meetings with Global Leaders for business updates in various Bank committees.

Ensure team is working efficiently and effectively adhering to all compliance, audit guidelines, policies, and procedures.

Collaborate with stakeholders driving end to end accountability in resolving complex complaints, meeting regulatory obligations, market and complaint program requirements.

Provide strategic direction to the team and assess opportunities for streamlining the process and create a culture that anticipates and manages potential risks in advance.

Minimum Qualifications

• 8 years + experience Strong knowledge in India banking system and regulations
• Strong understanding of CIC reporting and flows
• Demonstrated experience leading large groups of people, project management, organization and planning skills applied in a deadline driven environment
• Ability to understand bank risk appetite, including relevant of management policies and operational excellence activities, and apply effectively to team activities
• Detail oriented mindset and ability to find opportunities to innovate or streamline, including use of automation
• Ability to collect and analyze information to drive decision-making
• Strong influencing and collaboration skills, strategic planning, and relationship development
• Capable of communicating with all levels of the organization both in writing and orally
• Strong people leadership ability and inclusive mindset is essential

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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.