Manager I

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?

Customer Fulfillment Network (CFN) is an integral part of Global Account Processing Network (GAPN) and Global Consumer Servicing and Fulfilment (GCSF) with over 1,000 employees and is a key servicing component of the larger Global Servicing (GS). CFN offers wide range of services to its Customers, Merchants and Commercial Clients – E.g. Set-Up, Account Maintenance and Research & Reconciliation. CFN has a global footprint in 15 Delivery Hub's from where it offers customer service to 24 markets in 19 different languages. Approx. 10 million customer requests and transactions are fulfilled every year. CFN plays a critical role in companywide efforts to streamline processes, enable digital fulfillment and adhere to market regulations, policies, audit requirements and compliance framework. CFN leverages several third parties across the globe to deliver on critical fulfilment operations such as mailroom services, cheque mailings, scanning, letter deliveries, etc.

This role provides a unique opportunity to work with a global team and gain a deep understanding of CFN and GAPN processes. This role will support CFN and the third parties. Our third parties represent American Express and our oversight of these third party relationships protect our customers. This role will lead contract management, testing, and governance activities to enable best in class performance while mitigating any associated risks.

How will you make an impact in this role?

Accountability for Customer Fulfillment Network (CFN) vendor contract requirements·

• Act as a Third-Party Relationship manager (TRM)
• Coordinate regular Audit
• Managing information security gaps in partnership with TSM
• Ensure invoice payments on regular basis
• Ensure vendor adherence to mandatory training and security checks
• Conducting contract testing for partners
• Inputting key metrics into TLM Process Unity    
• Accountability as the point of contact for contracts / oversight in partnership with the GSM team
• Creating a strong control environment by Coordination of annual PRSA and record declaration refresh, conducting contract testing for partners, scorecard review    
• Ownership and oversight to all vendor engagements or vendor services that CFN utilizes
• Leading a global team and partnering with multiple Business Units to ensure compliance with applicable laws and AEMP policies
• Leading and managing gaps to closure
• Act as a point of contact for any escalation for CFN owned vendor relationships or vendor related activities

Minimum Qualifications

• Demonstrated ability to partner with a broad network of colleagues to drive effective issue identification and resolution.
• Proven ability to develop and enhance local control and compliance frameworks.
• Demonstrated interpersonal skills to work across a wide range of internal and external teams and build effective working relationships.
• Strong communicator, with experience engaging with senior management.
• Desire to learn and continuously searching to understand industry best practices and find creative solutions.
• Ability to thrive in a fast paced and fluid business environment.
• Fluent English, both spoken and written.
• Demonstrated ability to adapt, be flexible, and self-motivate in a team environment.
• Multi-tasker who can manage multiple streams of work concurrently to meet competing deadlines.
• Third Party Risk Management experience
• Knowledgeable of AEMP 10 requirements, Archer, and/or Process Unity systems.
• Experience of collaborating across several stakeholder groups with competing deadlines.
• Self-starter with experience of managing a process end to end.

Preferred Qualifications

• Third Party Risk Management and/or Alternate Practice oversight experience

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.