Senior Associate - Digital Product Operations

Description - Internal

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.

Join Team Amex and let's lead the way together.

Shift Time - 3:30 PM - 12:00 AM IST

How will you make an impact in this role?

Global Commercial Services (GCS) delivers world-class payment and working capital solutions to Small Business, Corporate, and B2B customers. The GCS Product Business Operations organization manages essential governance, operational controls, and risk oversight across all GCS products. Within this organization, the Ops Effectiveness team is responsible for monitoring and testing activities that protect customer experience, ensure products function as intended, and maintain a strong control environment.

We are looking for an 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 GCS Products Operations.

Responsibilities:

• Drive proactive risk identification and mitigation through thematic analysis and collaboration with business units, ensuring early detection of emerging risks across Risk360/product misuse initiative and product assurance to ensure GCS Products are working as expected.
• 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 collaborators 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.

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.
• Get 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.

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.