American Express Careers

Operations Liaison (Japanese Speaker)

Kuala Lumpur, Malaysia
Consulting Operations

Job Description

American Express reinvented the global service experience by embracing a servicing philosophy which deepens relationships with customers. We interact with millions of customers each year and strive to make good on our promises of world-class service on every interaction. Every interaction a customer has with American Express is a moment of truth, requiring a global network of people who are empowered to address customer needs at first contact. Our team members share our passion to go beyond, who live to serve and who want to inspire extraordinary lives. GSN delivers superior customer care via voice, chat, email, correspondence and social media to Consumer and Corporate Card members, Corporate Clients and Merchants across the proprietary business. It is a critical component in our vision to become the world’s most respected service brand – and our front line Customer Care Professionals (CCPs) are the primary point of engagement for our customers.
Global Policy & Procedure Governance (P&P): This team is the gateway to our knowledge management platform, ECCO, providing direct liaison between operational teams, compliance, operational risk and other key decision makers.

The GSLN (Global Service Learning Network) Operations Liaison (Global Policy and Procedures Governance) is the primary contact for all new and updated Merchant & Corporate policies and procedures. The Operations Liaison is responsible for ensuring that the policies and procedures align with the business.
The individual will be responsible for JAPA GSN servicing content, primarily Merchant and Corporate and will need to be technically proficient on GSN platforms including ECCO & portals.
The GSLN Operation Liaison primary responsibilities include: -
  • Review all ECCO articles for accuracy and adherence to compliance regulations and approve ECCO articles in Information Manager’s Automated Workflow
  • Provide sign-off on all new/revised ECCO content ensuring compliance oversight where there is any impact to regulatory controls or policies
  • Review all ECCO content submissions working with business partners to ensure accuracy and relevance to operations
  • Attend stakeholder review calls to collaborate with other business units to determine cross process/procedure impacts and share best practices
  • Lead and facilitate ECCO maintenance Channel Review working with operational support to identify and remove expired content in ECCO
  • Assist project teams in implementing procedural changes that will impact operational teams
  • Partner with Operations Liaisons in other lines of business to identify procedural changes related to functional handoffs/transitions
  • Review and action all recommendations sent via the recommendations channel ensuring oversight of operational impacts
  • Provide ECCO reporting as requested by the business
  • Provide support and guidance on ECCO content used for GSLN training curricular

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


You will be rewarded with:

  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.

American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 7 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:


Best of the best Contact Center of the Year (Gold)

Best In House Contact Center (Gold)

Best Recruitment & Retention Programme (Gold)

Best In-house Inbound Contact Centre Under 100 Seats (Gold)

Best Contact Centre Professional (Gold)

Best Contact Centre Manager (Gold)

Best Contact Centre Telemarketer (Gold)


Join us and you’ll soon see why.


Candidate must have: -
  • Japanese language essential
  • 2 plus years of experience in operations, operational risk and compliance background
  • Process and system knowledge in operational processes. Strong knowledge across multiple GSN processes would be a plus
  • Knowledge of current policy and procedures a must
  • Demonstrated ability to create/maintain workflow volume tracking
  • Strong planning skills and experience working in an operational environment where the processes are complex and numerous
  • Strong knowledge of Microsoft Office tools (Excel, PowerPoint and Word)
  • Experience with ECCO functionality a plus
  • Ability to prioritise multiple initiatives
  • Require strong multi-tasking skills with the ability to meet deadlines
  • Strong communication (written and oral) and interpersonal skills required
  • Must have strong attention to detail along with analytical skills. Able to make decisions based on a reasonable amount of information
  • Identifies opportunities and takes action to pursue closing the gap
  • Ability to perform in fast-paced changing environment

ReqID: 18006450
Schedule (Full-Time/Part-Time): Full-time