American Express Careers

Mgr/Sr Mgr - Cross Functional Process Excellence

New York, New York
Operations Risk Management

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Job Description

Credit and Fraud Risk is a complex business, involving many processes across multiple markets, subject to various internal procedures and external regulations, and supported by various systems.  It has become increasingly clear that we need to further increase our focus on hand-offs across teams, both within Credit & Fraud Risk and especially between Credit & Fraud Risk and other business units.  

This Manager / Senior Manager role will report into the Director, Cross-functional Process Excellence and will focus on process coordination between Credit & Fraud Risk and other business units.  The initial focus will be on Adverse Action Communications processes (working closely with the CCO and Decision Science teams and partnering with GSN), optimization of decision and model reason code usage, and designing corresponding capabilities.  Over time the focus of this team could expand to other risk processes, such as payments.  This position will be part of the Operational Risk & Process Excellence team within Credit & Fraud Risk.
Key Responsibilities
  • Partner closely with GSN, Compliance, Credit Risk, and Decision Science to drive alignment across the end-to-end process from account selection to communication for Adverse Action Communications
  • Define business requirements, and partner with ARC, AET, and key business partners to design next-generation capabilities to consolidate model and decision reason codes into a single repository
  • Partner with Decision Science and Global Risk Strategy teams to simplify and rationalize the inventory of existing Model Reason Codes
  • Define business requirements, and partner with key stakeholders to create balancing controls across (1) the number of risk actions (RLAs), (2) Global Risk Fulfillment requests processed, (3) requests passed on to GSN, and (4) volume of letters sent
  • Ensure complete understanding and compliance with laws, regulations, and American Express Management Policies
  • Ad hoc support and leadership for additional cross-functional initiatives, as needed


  • Detailed understanding of credit risk, decision science, and customer communication systems and capabilities
  • Ability to think though complexities such as synthesizing Compliance/Regulatory/Audit requirements with Risk Strategy and Capabilities.
  • Strong analytical, project management, organizational, and structured problem-solving skills
  • Strategic thought leadership with a focus on process innovation
  • Ability to work in a fast-paced environment with aggressive timelines
  • High energy, positive attitude, and ability to prioritize and work on own initiative as well as with a team
  • Excellent oral and written communication skills with a strong focus on execution and attention to detail
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

ReqID: 18007916
Schedule (Full-Time/Part-Time): Full-time
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