American Express Sr Mgr-Risk Management in Phoenix, Arizona
This is a unique opportunity to join the Global Commercial Services Governance Team within Global Commercial Card Operational Excellence as the Manager of Customer Complaints and Pain Points.
You will be responsible for end-to-end management of this program; working with client-facing teams to properly capture and analyze complaints while also working across Global Commercial Services and a variety of key business partners such as Technology, Global Services Group, Credit Risk, Compliance, and General Councils Office, to attain deliverables and solutions.
Key responsibilities include:
End-to-end program management of the Global Commercial Services Complaint Program, including the governance and advocacy of the American Express complaint policies
Partner with client-facing colleagues to identify pain points (enhancement opportunities) within the Global Commercial Services customer experience
Perform analysis and research on complaints and pain points to generate customer insights and develop solutions
Oversee manage two Project Analysts who help meet program objectives
Provide analysis reporting to senior leadership and various high-level stakeholders
The ideal candidate must have strong analytical, consultative, process design and project management experience. An understanding of the product development life cycle is highly desirable. Additionally, it will be critical for the candidate to have an excellent ability to drive results, influence without authority and demonstrate a proven ability to drive decision making across multiple stakeholders inside and out of GCS.
Ability to understand processes and issues from a customer perspective
Superior analytical skills – both quantitative and qualitative
Excellent problem solving and organizational change management skills
Exceptional project management skills leading complex, large-scale, cross-functional initiatives
Strong interpersonal skills, ability to collaborate and be a team player
Strong end-to-end process development and improvement skills
Strong business acumen, strategic perspective, and process orientation
Self-starter, able to identify business problems, design solutions quickly
Excellent communication skills with ability to interact and influence leaders
Experience at working both independently and in team/matrixed environments
Strong professional presence
Effective communication, and presentation skills
Outstanding time management and good organizational skills
Self-motivated, enthusiastic, and able to work independently
Knowledge of Commercial Banking products, processes and systems is a plus
MS Office Skills, specifically Excel and Power Point
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
Primary Location: US-New York-New York
Other Locations: US-Arizona-Phoenix, United States
Req ID: 21012059
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