What are the responsibilities and job description for the Senior Analyst - Business Development; Global Quality & Oversight position at American Express?
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.
About the Team
The Analyst, Global Quality & Oversight – PCG is part of the Payments Consulting Group (PCG) within the GMNS Global Strategy, Operations & Performance (GSOP) Team. GSOP powers day-to-day operations, delivering exceptional merchant & partner experiences, whilst supporting GMNS in achieving its long-term goals. The Payments Consulting Group’s mission is to deliver a simple, secure and seamless point-of-sale experience for all American Express customers. We are a team of 130 global colleagues who work directly with merchants and third parties to unlock value and optimize usage of American Express products and capabilities at the point-of-sale. The Global Quality & Oversight team in PCG supports the development and management of control and compliance, improvement of point-of-sale experience, and capacity management/reporting.
About the Role
This newly created role of Analyst, Global Quality & Oversight – PCG is an exciting opportunity to develop and drive PCG’s point-of-sale (POS) experience initiatives, which are central to the global team’s mission. The incumbent will be an integral part of a global team, focused on developing and implementing the strategy for disruption monitoring processes, and providing key inputs to improve a new disruption monitoring algorithm & platform.
Key Responsibilities
- Collaborate with the global team to develop a proactive best-in-class program and strategy for identifying and resolving POS disruptions when cardmembers use American Express cards
- Support the development and management of a newly developed algorithm & platform to detect disruptions, display data, and manage disruption issues to completion
- Use various transaction-level data to extract root cause of disruption as well as to identify trends and anomalies in POS disruptions
- Work with business and technical leads to identify and resolve issues related to authorization, submission and processing data
- Investigate one-off disruptions identified by the tools, and use data-driven methodologies to categorize them based on identified attributes & paths to resolution
- Support the Senior Manager, Global Quality & Oversight in developing a strategic roadmap for the ongoing identification of POS disruptions
- Collaborate with colleagues across GSOP and the blue box to develop disruption remediation strategies to proactively reduce POS disruptions
- Self-starter – intellectual curiosity is key, with a lot of grey area/white space that will require ambition, strategy, and organization to create processes and structure
- Ability to translate unclear or ambiguous challenges into clear, linkable tasks and goals for senior level updates
- Sound analytical and problem-solving skills with an ability to analyze data, identify trends and link to actionable goals with measurable outcomes
- Technically savvy – able to navigate mainframe systems
- Excellent Microsoft PowerPoint and Excel skills, and proven ability to manage projects and communicate effectively
- Knowledge of the payments ecosystem, POS experience and transaction data flow
- Experience with SQL and Splunk
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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
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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Salary : $55,000 - $105,000
