Senior Associate -Digital Product 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.

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, issue management, audit, ICT and regulatory exam responses.

Purpose of the Role: SBPO team is looking for a Digital Product Analyst who can demonstrate their analytical expertise and support/lead oversight of Controls program supporting various products within GCS as well as Project Management activities associated with SBP Operations, while working across operational areas.

Responsibilities:

• Drive proactive risk identification and mitigation through thematic analysis and collaboration with business units, ensuring early detection of emerging risks.
• Compile and leverage standard methodologies and takeaways from historical process changes and product launches to support risk identification for creating appropriate PRSA controls for mitigating the risks identified.
• Lead root cause analysis efforts, developing a detailed process to identify, analyze, and address the underlying causes of critical gaps & issues to prevent recurrence.
• Implement robust monitoring and testing strategies to effectively handle emerging risk themes.
• Facilitate risk awareness and education within business teams to improve their ability to handle risks effectively.
• Identify control gaps, risk themes and opportunities by investigating multiple channels such as data analysis, customer complaints, external forum reviews and by performing qualitative research.
• Support the enterprise transition from PRSA to RCSA, a structured framework where process owners and stakeholders identify and assess risks, evaluate control effectiveness, and determine whether additional actions are needed.
• Prepare case studies and detailed reports on findings to document control weaknesses, failures, gaps along with root causes, impacts and corrective actions.
• Present findings and recommendations to partners and senior leadership
• Partner with product teams to translate findings and user insights into actionable strategies for implementation and drive measurable outcomes Collaborate with product, control management, issue management, compliance, audit to ensure alignment on risk mitigation and product improvement strategies.
• Partner with control strategy team and smart monitoring COE teams to implement KRIs, perform testing of KRIs to validate they are implemented as per expectation.
• 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.

Note - Working Hours: IST Afternoon shift: 03:30 PM 12:00 AM (candidates are expected to work flexible shift timings)

Minimum Qualifications

• Extensive knowledge of operational risk concepts and programs, balanced with the ability to drive assessment of risks and derive controls to mitigate the risk.
• 4-6 years of experience working in either an operational excellence, control, operations, audit, banking or risk role or other proven experience.
• 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.
• Highly analytical with critical thinking, ability to analyze large sets of data and distil into significant reports and documents to tell stories and drive specific outcome as well as strong presentation skills, particularly in creating executive summary decks for sharing strategies and progress to senior leaders.
• Active listening skills, summarization skills and lateral thinking to uncover and react to emerging opportunities.
• Drive results and are a teammate with a strong collaborative orientation.

Preferred Qualifications

• Experience working across/with product, risk and compliance functions and have a knowledgeable understanding of the various risks and regulatory obligations of American Express.
• Highly organized and professional individual with an ability to demonstrate keen attention to detail, adaptability, flexibility, resourcefulness and efficiency.
• Excellent project management experience, organization, and prioritization skills and a proven track record to handle cross functional, large/complex initiatives.
• Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.

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