Job Information
American Express Senior Manager - Merchant Processes & Disputes in London, United Kingdom
Description
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.
The Global Merchant Processing and Disputes team (GMPD) within Global Merchant & Network Services (GMNS) is dedicated to delivering an easy, frictionless, value-added experience that enables merchants and partners to meet their goals and serve their customers. The key strategic priorities for this team are to:
(i) design, implement and improve processes to make it easy, fast, safe, and reliable for all merchants and partners to do business with us, and
(ii) enable new business solutions and capabilities.
The role of Manager, Merchant Processing & Disputes is an exciting opportunity to deliver improvements in the merchant processing experience, including the identification of merchant friction points, developing and driving solutions and ensuring processing priorities are aligned with merchant expectations and industry best practices. You will be driving high priority, complex, regional and global initiatives that support GMNS’ top business priorities
Specific responsibilities will include:
Conduct detailed assessments to identify merchant pain-points, opportunities and process failures/gaps
Lead projects end-to-end by working with partners to define resources, dependencies, and timelines and ensure seamless delivery
Partner effectively across business groups to gain technology prioritization, stakeholder buy-in, and influence partners to drive change
Interface with technology and product teams to define and communicate business requirements, triage system outages, support testing efforts, make decisions on trade-offs, and remove delivery roadblocks
Develop data-based recommendations and solutions supported by compelling business cases
Support payment issue resolution working alongside the Bank relationship manager
Help develop a playbook for Payment controls and operational risk mitigation
Minimum Qualifications:
3 years of experience in financial services
Creative thinker willing to challenge the status quo and develop recommendations.
Excellent relationship, collaboration, and influence management skills
End to end project management skills to lead and support global projects in a fast-paced environment
Outstanding communication skills to engage, inform and influence stakeholders, leaders and business partners
Knowledge and experience in Merchant acquiring processing and payments including knowledge of competitive practices is strongly preferred
Proven track record to work autonomously and adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change
Problem solving skills to tackle complex and unexpected issues which raise from time to time including escalations from merchants
Ability to translate complex ideas or needs into both simple business terms and detailed technical requirements, that can be delivered by product and engineering teams
Experience in driving results, developing and executing complex projects
High energy, self motivated, results driven and optimistic attitude, and a good sense of humor
Willingness to occasionally travel between Burgess Hill, Brighton and London as needed
Working hours flexibility given the international nature of the role
SQL knowledge preferred
Qualifications
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.
Job: Project
Primary Location: United Kingdom-London-London
Schedule Full-time
Req ID: 24011015
American Express
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