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You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

International Card & Risk Services Technology Prevention & Resolution Issue Management (PRIME) support the resolution, detection and prevention of Operational Risk Events (ORE) and Corrective Actions (CAP) that impact our global customers. With services ranging from end to end issue management to capability development, the team actively works with stakeholders across the blue box to respond quickly and effectively when things go wrong, but also drive innovation and change across a wide range of business disciplines.

PRIME have 3 key areas of focus which include:

• Resolve OREs (Operational Risk Event) and CAPs (Corrective Action Plan) that impact our global customer base.
• Enhance the resolution process to find problems and resolve them at an ever-increasing velocity.
• Develop best in class processes and capabilities that drive the automated detection and resolution of issues that impact our global customer.

Joining the International team, this role focuses on the resolution of ORE’s and CAP’s that tangibly impacts our end customer. The ultimate objective of the role is to drive the best customer experience when something goes wrong.

Responsibilities will include:

• Accountability for driving the resolution of technology caused OREs and CAPs impacting International customers, working across global Business and Technology teams.
• Accountability for supporting our International business partners on the resolution of their OREs and CAPs, working across global Business and Technology teams.
• Learning and utilizing the Cornerstone big data environment to drive faster resolution and enable the detection of issues.
• Options to participate in Issue Management growth initiatives, including Tableau development, Business and Technical Process Development, Machine Learning opportunities and Artificial Intelligence.
• Challenging the status-quo to drive incremental improvements in resolution performance.
• Driving a global mind set, partnering with colleagues across the globe to drive a consistent team experience.

This role will join our PRIME team in the UK market supporting International markets. Other team members are based in Japan, India, Phoenix (US) and Toronto (Canada).

Qualifications:

• Results-driven with experience of delivering work within aggressive timelines.
• Relationship builder, being able to demonstrate getting value from and owning ongoing relationships.
• A multi-tasker, able to prioritise multiple initiatives at the same time.
• Demonstrated communication and influencing skills, with an ability to understand and communicate complex problems in a simple way.
• A quick learner, able to understand technical / business problems, creating and driving solutions to those problems.
• Comfortable in working independently as part of a geographically dispersed team.
• An innovator, someone who is willing to challenge the status quo and give new ideas a go, using the concept of “fail fast”.
• An understating of core company processes and platforms (GlobeStar/STAR/R42 etc.) a plus.
• An understanding of Cornerstone and / or Tableau a plus
• Cultural sensitivity working across different markets with different customs of approach.
• Operational risk/risk management experience
• Solid experience in project management and relationship/stakeholder management

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.