Job Description

Credit and Fraud Risk (CFR) is a global function responsible for making the right credit and fraud risk decisions that uphold operational excellence, drive growth and accelerate innovation across American Express. CFR combines technology, infrastructure and advanced analytical capabilities to enable effective risk decisions and deliver superior customer experiences. The said role is in the India Chief Credit Officer’s team, which owns the credit loss provisions for the consumer portfolio in India. The position is to lead the Customer Management function within the Consumer CCO team, and would entail partnering with the CFR-COE teams and external vendors to develop, test and deploy superior credit risk capabilities and strategies. The role requires a close collaboration with Business and Operations teams to drive growth in the market and maintain customer experience, all while partnering with legal, compliance and second line teams to ensure regulatory compliance at all times.

• Own end-to-end Customer Management strategy framework in Fiserv and Jocata platforms for Consumer portfolios, spanning Authorization, Case set up & RLA decisions.
• Develop, configure, test and implement credit risk decisioning rules and strategies across Fiserv and Jocata platforms, ensuring accurate and effective execution.
• Leverage deep functional expertise in TRIAD, Falcon and FAS to translate business and credit risk policies into executable strategies.
• Leverage deep functional expertise of Fiserv data in LUMI for carrying out in-depth portfolio analytics along with developing robust process controls.
• Partner closely with Fiserv SMEs , Collections, Technology, Business, and servicing teams to drive strategy enhancements, resolve technical and functional dependencies, troubleshoot execution issues and ensure seamless implementation of customer management strategies.
• Design and optimize strategies focused on Net Loss Provisioning (NLP), credit risk mitigation, CBO prevention and collections effectiveness, while balancing portfolio performance and customer experience.
• Demonstrate a strong understanding of credit and CBO decisioning strategies, ensuring appropriate differentiation of strategy objectives, triggers, decision logic and customer impacts.
• Proactively identify strategy execution gaps, rule errors and unintended customer impacts; drive root-cause analysis, timely remediation and sustainable fixes.
• Lead comprehensive testing, validation and post-implementation monitoring to ensure strategy accuracy, data integrity and platform stability.
• Ensure strategies and rule implementations adhere to internal risk policies, regulatory requirements, and established control standards.
• Strong hands-on SME expertise in TRIAD, Falcon and FAS is mandatory, including strategy configuration, rule writing, testing and implementation.
• Proven experience across Customer Management functions — Authorization, CASE, RLA, Collections
• In-depth hands-on expertise & understanding of Fiserv LUMI tables and variables will be necessary.
• Prior experience with Consumer portfolios will be preferred.
• Ability to clearly differentiate credit and CBO strategies, with a strong understanding of their respective decision logic, triggers and risk implications.
• Demonstrated expertise in credit risk strategy development, collections decisioning, abuse management and customer experience optimization.
• Strong understanding of Net Loss Provisioning (NLP) and the impact of customer management strategies on credit losses, portfolio risk and business performance.
• Strong analytical and troubleshooting capabilities, with the ability to independently identify execution issues, perform root-cause analysis and drive effective remediation.
• Experience in strategy testing, production monitoring, platform enhancements and system migrations.
• Strong stakeholder management, project execution and structured problem-solving skills, with the ability to collaborate across multiple functions.
• Ability to manage competing priorities and deliver within aggressive timelines.
• An advanced degree in Business Administration, Engineering, Statistics, Economics or a related quantitative discipline, or equivalent relevant experience, is preferred.
• Knowledge of SQL, LUMI, Python, Hive or equivalent analytical tools is a must

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.