Job Description

The Travelers Cheques & Prepaid Servicing (TCPS) is a part of the Global Account Processing Network (GAPN) organization within Global Consumer Servicing & Fulfillment (GCSF). Travelers Cheques & Prepaid Servicing is responsible for running the end-to-end Travelers Cheque (TC) product and provides front-office and back-office operations for legacy prepaid portfolios.

As a member of the team, the Operations Analyst will manage the client management and third-party bank metric performance, which may include (but not limited to) customer experience, the acceptance & clearing of traveler’s cheques globally, servicing levels, efficiency and compliance.

The Operations Analyst will provide support related to the general oversight and administration of third parties, build and maintain strong relationships with the third party, and consistently improve operational performance.

The successful candidate will be a strategic thinker with strong analytic skills, who can see the big picture, and package up powerful insights to influence decision making. In addition, this individual should thrive in being able to independently execute and drive results and be a strong relationship builder who takes a consultative approach to assessing and meeting the needs of a broad range of stakeholders.

• Responsible for delivery of all customer and shareholder metrics as per goals.
• Responsible for day-to-day functioning/administrative work including production floor management and ensure that daily volume is worked in a timely manner, in full compliance with risk management and compliance policies
• Contribute to and demonstrate the TCPS vision, brand and value proposition throughout each client engagement.
• Build and leverage partner relationships across the region to effectively drive strong KPI performance.
• Leverage performance data to identify opportunities, informed coaching decisions and working alongside the partner with identifying call to action items.
• Lead the creation of process documentation, i.e., procedures, job aids and process maps
• Deep dive into processes to identify efficiency opportunities and mitigate risks if any
• Strong analytical skills to identify efficiencies and drive process improvements across all functions
• Foster an “ALL in CULTURE” environment of a “Customer First” mentality to improve the customer and colleague experience

• Experience in Operations, third-party/client relationship management.
• Provide oversight of the client management & third-party servicing portfolios.
• Highly results driven and customer orientated.
• Strong communication and interpersonal skills, including experience with working closely with internal collaborators and the ability to influence at all levels to include bank partner relationships.
• Proven ability in driving results in a matrixed and highly regulated environment.
• Demonstrates high learning agility, strategic thought leadership, creative and problem-solving skills, and an ability to assess business objectives and define, plan, and ability to drive strong performance outcomes.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.