Manager-Ops Excellence

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, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Overview of Business

The mission of the Global Strategy, Operations, & Performance (GSOP) Team 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. GSOP consists of a diverse set of teams that support the GMNS business.

The Policy Monitoring 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 Brand Protection 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 responsible for monitoring compliance with brand protection related policies to uphold brand integrity


• Manage escalations and coordinate investigations into potential brand risk or policy violation


• Stay informed about evolving regulatory, reputational, and market trends that could impact brand protection strategies


• 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.

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.


• Proven team leadership experience with a track record of developing talent and driving results


• Understand the American Express Network (GNS) Policy and/or Merchant Policies and business model including the processes and terminologies.


• Strong stakeholder management and communication skills to influence across levels


• 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.


• Analytical thinking and comfort working with data tools and reporting metrics


• Knowledge of Network payments is preferred.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.