Analyst - Operations Risk Management

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.

How will you make an impact in this role?

Within Global Servicing (GS), the Global Complaints & Privacy organization is a talented team of 800 colleagues who are responsible for managing the program, governance, resolution, escalation and reporting of complaints for the majority of the enterprise. Additionally, the team fulfils Privacy Rights requests with adherence to GDPR and CCPA regulation, and has responsibility for the execution of regulatory projects for Privacy Risk Oversight and Privacy related issues.

Complaints are a rich source of technical, process and procedural improvement opportunities for American Express. This new Escalated Complaint Management team will be responsible for the identification, remediation and tracking of potential issues identified through the end-to-end complaints process. The Analyst, Escalated Complaint Management, will help strengthen the escalation process by developing and supporting reporting and issue tracking. Improved reporting and tracking are critical to ensure that improvement opportunities identified in the complaints program are actioned. This will create a stronger overall compliant program and better meet regulatory expectations.

• Partner with MIS and Analytics teams to develop escalation process reporting
• Ensure accurate and timely reporting
• Build strong partnerships across all core Business Units to ensure reporting and tracking of all escalated opportunities

Minimum Qualifications

• Analytical mindset and skills
• Ability to build relationships across the entire organization
• Exceptional verbal and written communication skills
• A positive can do attitude
• Experience with analytical tools like: Excel, Tableau, Hive, or Python.

Salary Range: $55,000.00 to $110,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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