American Express Careers

Analyst, Operations

Toronto, Canada
Customer Care Operations

Job Description

The Global Collections Team is an integral part of Global Servicing Network. This team manages agencies handling outsourced business/processes across the Credit & Fraud lifecycle, for all markets.
The position is responsible for driving results and manage performance of Outside Agencies involved in collection on Specialty Collection (Bankruptcy, Deceased and Consumer Debt Management) Portfolio for Canada market. The portfolio is very sensitive and involves complex processes
The position is critical in providing operational support to outside agencies involved in collection on Specialty Collections Portfolio for Canada market. The portfolio is very sensitive and involves complex process
Job Description:

-Effectively manage relationships with our external Partners and be the Primary American Express contact.
-Closely partner with 3rd party Collections Agencies to analyze operations and propose solutions.
-Responsible for day to day agency oversight, maintaining quality controls, SLA adherence, expense management and other miscellaneous activities
-Create a culture of compliance, adherence to regulatory environments in all Partner Actions.
-Build & Execute operating plans for the programs & drive a strong performance management culture.
-Manage audit requests from internal and external regulators, ensure that Partners are 24/7 audit ready.
-Drive performance for collection effectiveness at optimal cost, while creating strict compliance with regulatory, financial and AXP brand requirements.

-Comply with Global Collections agency management documentations and related tasks.
-Conduct Quality Review of Unissued Proof of Claims / Closed report, manage insolvency link updates.
-Coordinate with central back office team for any system issues and assist with queries while working on Insolvency Link.
-Prepare various Dashboards / trackers / templates for management reviews
-Timely generation, maintenance, consolidation and tracking of various summary reports
-Required to interact with multiple internal/external stakeholders on a daily /weekly / monthly basis
-Ability to run queries and cull out specific reports from various system
-Application of analytical skills for strategy and process build up
-Developing  subject-matter expertise to identify and suggest process improvements/efficiencies for the sub-process or for the entire process
-Responsible for providing ,analyzing , tracking the requirements related to different projects


-Graduate with minimum of 3 years of overall experience preferably in service industry
-Strong understanding of American Express products and services
-Ability to work effectively with internal and external customers
-Outstanding relationship management skills and ability to influence multiple constituencies at all levels
-Possess excellent communication skills

-Proven track of delivering strong results in performance delivery environment with display of strong analytical ability to draw insights.

-Strong strategic thinking skills and ability to drive innovation and change

-Well-organized, highly efficient, keen eye for detail

-Strong team player with a high level of integrity

-Ability to demonstrate flexibility and resilience in the face of changing business requirement

ReqID: 18010169
Schedule (Full-Time/Part-Time): Full-time