Job Description

This role is a partner operations analyst position within the GST - Global Servicing Team, in Global Network Partnerships (GNS). GST is a vibrant global team responsible for owning the servicing to Global Network Partnerships.

This role is responsible for supporting a range of Network Partner banks located in multiple countries across the world with operational servicing & some proactive initiatives and project support. The aim of this team is not just to provide great service but additionally to coach and train partner banks on how to become self-sufficient. Contact with the bank partner covers a broad range of “operational” aspects and therefore the servicing remit can cross many business functions, working with the Business, Marketing, Technologies, Fraud, Finance, Global Network Operations, Compliance & Policy teams, General Counsel’s Office amongst others.

The individual should therefore be flexible, adaptable, calm under pressure, and have strong relationship management and communication skills in order to gain trust and credibility with our internal and external business partners. Time management, work prioritization, independent problem solving and ability leverage relationships with diplomacy, but, without direct authority is vital. They must be highly comfortable working as part of a multi-cultural team with colleagues located in different geographies including the Brazil, Mexico, Argentina, United States, UK and Malaysia.

1. Partner Servicing

Supporting all the operational aspects of Bank Partners; ensuring that all operational, capability and technical Network requirements are satisfied. Examples include;

• Resolve any internal or Partner reported wide ranging operational issues in partnership with the Bank Partner and any appropriate internal Blue Box groups,

• Work closely with the GNP Business Development, GNS Technology and GNO Network Teams to address these issues

• Ensure the Partners are adhering to and complying with AEGN operational policy

• Take accountability for identifying root causes and driving resolution and identifying proactive means of ensuring no reoccurrence of issues (e.g. Eliminate Bad demand)

2. Program Management / Project Support

• Working directly with the GNS network partner and internal teams to manage across workstreams to deadline.

• The successful applicant may be required to administer global network initiatives (Programs) that require project management skills – maintaining records, tracking progress, working with multiple stakeholders to deadline.

3. Relationship Management

• Drive results through building new and leveraging existing relationships with external and internal partners across multiple levels of the organisation

• Develops a network of working relationships with a broad range of key departments throughout the organisation (Business Development, Technologies, Operations, Marketing, Finance, Compliance, GCO)

• Support Project Managers for a variety of GNS partner projects

• Demonstrates exceptional communication skills (verbal, written, face to face)

• Challenges the status quo for how AXP can achieve greater levels of self-service by small/medium sized Banks.

• Fluency in Portuguese and English is required. Spanish is a plus.

• Experience in payment methods in the Brazil market and other regions desirable.

• Excellent knowledge of the Amex Network Technical and Operational environment.

• Experienced in Customer Service: Ability to solve operational day-to-day issues in a calm and efficient manner.

• Experienced in relationship management used to influence without authority both internally and externally.

• Outstanding written and verbal communications to represent the brand and gain credibility.

• Ability to tailor a professional communication style to work effectively with individuals at all levels.

• Highly self-motivated and result driven with the ability to work without supervision in a matrix management organization and demonstrate teamwork as required

• Ability to work flexibly in an ever-changing environment – demonstrating adaptability.

• Experience in Project Management is preferred.

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.