Manager-Operational Excellence

You Lead the Way. We ve Got Your Back.

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.

The mission of the Global Strategy & Capabilities (GS&C) group within Global Merchant & Network Services (GMNS) is to be essential to merchants and partners globally by delivering an easy, frictionless, value-added experience that enables them to meet their goals and serve their customers. GS&C consists of a diverse set of teams that support the GMNS business.

The Policy & Data Compliance team is part of the GMNS Merchant Operations organization and is responsible for enforcing & monitoring adherence to American Express policies by Network partners and merchants as documented in the AEGNS Business & Operational Policies (BOP), Global Merchant Services (GMS) Merchant Policies and other related policies. The Manager will lead operational policy adherence programs, enforcement and governance activities along with Arbitration process. These programs and activities are critical to strengthening overall Network Compliance performance, increasing customer satisfaction, timely and accurate closure to participant disputes and protecting the American Express brand.

Responsibilities

• Lead a team to manage operational activities and govern policy compliance programs including Network Participant performance monitoring.
• In-depth understanding of transaction lifecycle, dispute lifecycle and chargeback policies to be able to lead and manage Arbitration & Compliance process.
• Understanding Network Participant relationships and collaborate with Partner Managers, Regulatory Compliance, GMNS Policy & Data Standard teams to drive Network policy compliance by Issuers & Acquirers (GMS & GNS).
• Analyzing data on Network Participant performance, and identifying trends, gaps and opportunities areas and taking them to logical conclusions.
• Supporting process improvements to enhance programs and improving policy adherence processes in coordination with other key stakeholders.
• Providing support on compliance related governance activities like Partner Non -compliances fees assessment, Risk Assessment and Mitigation
• Act as a subject matter expert on policy adherence programs and be the process point of contact at team discussions and regional meetings.
• This role may be subject to additional background verification checks.

Qualifications

Graduate/Postgraduate in Business Management, Operations, Fraud/ Compliance/ Risk Management with 6+ years of post-qualification experience.

Key Skills

• Policy Compliance Operations, Brand Protection, Audit Management, Risk and Project Management experience preferred.
• Have understanding of the American Express Network (GNS) Policy and/or Merchant Policies and business model including the processes and terminologies.
• Excellent Communication skills and Data Visualization abilities is required
• Ability to create compelling presentations and have influencing skills
• Able to take lead and initiative, should be a self-starter with strong eye towards detail and organizational skills.
• Ability to demonstrate personal excellence and drive results; have growth mindset.
• Demonstrate the eagerness to learn and have problem solving skills along with the eye towards improving current processes.
• MS Office skills (specifically Excel, Word, PowerPoint and Visio).
• Familiarity with MIS systems a plus.
• Knowledge of Network payments is preferred.

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