Manager - Risk Management (Incentive Servicing)

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.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdue with accounts that have a high exposure.

Service Delivery Leader – GSG and TLS Incentive Servicing Team

This role provides an outstanding opportunity for an individual looking to build their knowledge in Global Services Group and Travel and Lifestyle Services Group. Specifically, the position will be responsible for leading GSG CEN Japan, Malaysia, Thailand, Hong Kong and Taiwan & TLS Incentives Servicing – EMEA for incentive eligible colleagues. This exciting role will be part of the team owning the P4P Incentive servicing process for TLS at American Express. This position requires extensive interaction with Business, HR, Performance teams and Technology. The person needs to have a sound eye for business, analytical skills and social skills. Person should be able to lead and support the various initiatives which would involve working with multiple business partners. Person should be highly detail-oriented and adept at problem solving. They must possess excellent collaboration skills. The core responsibilities of the individual will include, but not be limited to the following

Purpose of the Role:

Responsibilities -

• Lead day to day operations and pipeline of tasks for team and prepare and report critical team metrics like standardization, capacity, timeliness, accuracy etc
  
• Assist team in system requirements, design, and development efforts
  
• Facilitate business requirements gathering and application testing initiatives by driving alignment with key business partners
  
• Lead team in performing annual updates of incentive compensation and tracking business rules.
  
• Build and drive the compliance strategy for the team.
  
• Drive partner updates like governance calls and regular updates.
  
• Good analytical and problem-solving attitude, ability to drive process efficiency through automation
  
• Leverage standard processes internally and bring outside-in perspective to deliver best of breed Incentive reporting and insights
  

Critical Factors to Success –

Experience:

• 8 - 10 years of experience in Servicing/Sales Incentive operations and customer management, preferably in Incentive calculations/tools, good business knowledge around the compensation process and business rules (ramifications of exceptions). Ability to align data needs to business strategies.
  

Leadership Skills:

• Someone who can build, inspire, develop, and coach a team.
  
• Excellent relationship, collaboration, and presentation skills with ability to interact and influence leaders across all levels and teams in a matrixed organization.
  
• Self-confident with a strong sense of integrity and the ability and willingness to challenge and be challenged.
  
• Ability to communicate key risks to colleagues, business partners, and senior leaders.
  
• Proven track record of liaising with different stakeholder groups and senior leadership teams.
  
• Strong Collaboration and effective communication are required skills for this role.
  

Minimum Qualifications

• Bachelor’s degree in a relevant/quantitative field or Postgraduate in management (MBA)
  
• Should have proven people leading qualities in previous roles and must have good understanding of sales/servicing incentive compensation, reporting and insights.
  
• Product development
  
• Team management and people leadership experience
  
• Worked on developing/maintaining complex codes and understanding of coding concepts
  
• Prior experience of product testing and UAT
  

Preferred Qualifications

• 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