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Global Process Analyst

2 weeks ago

Gurgaon, Haryana, India Amex Group Full time
About American Express

We are a global leader in the payments industry, committed to providing exceptional customer experiences and driving business growth. Our teams work together to deliver innovative solutions, build strong relationships, and foster a culture of excellence.


Job Description

This role is part of our Global Services Group, responsible for addressing servicing needs for American Express customers and partners worldwide. The Oversight and Analytics team supports complaint resolution teams within GCRS, handling sensitive activities such as card member complaints, complex escalations, and consumer inquiries.


Key Responsibilities:
  • Support Audit Readiness activities for multiple international markets
  • Conduct Internal Control testing for various markets
  • Participate in process enhancement projects globally
  • Assist with internal and external audit requests
  • Onboard new processes within markets
  • Identify and mitigate risks within processes
  • Deep dive into complaint processes to identify handling gaps
  • Perform mock audit exams for key processes
  • Create process documentation, including procedures, job aids, and process maps
  • Report performance metrics on process health
  • Manage internal project initiatives across complaint resolution teams