American Express Careers

GSN Governance- Testing Analyst- Dutch

Brighton, United Kingdom
Customer Care Operations

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Job Description


Do the right thing for our customers, our company and your career.


The GSN Global Regulatory and Policy Assurance Testing team are primarily responsible for ensuring that GSN Operations deliver outstanding Customer Service, Fraud Prevention, Spend Enablement and Collections for the Amex global customer base (Commercial, Consumer and Co-Brand) whilst remaining compliant with all the different laws and regulations in all markets in which we do business.


This is delivered by providing:

  • Quality Management Support
  • Governance Testing and Controls (Call/Transaction evaluations)
  • First Line of Control with Market Regulations
  • Process/Business Improvements
  • Operational Feedback loop and insights


We deliver this through our expertise in Monitoring and Controls, Opportunity analysis, Risk and Compliance, Company policy and procedure, Analytics and Project execution.


As an Analyst you will be a strong communicator with the talent to drive and advance the performance of the business by evaluating our Specialists/CCPs against regulations and Amex policy/procedures – we do this by listening to calls, monitoring customer transactions, verifying decision-quality with a focus on quality/customer service.


In return you will receive personal development, recognition and a great working environment within a Global team whom are continuously developing and shaping its operational support function and are leaders of innovation.

The GSN GRPA team offers substantial training and the opportunity to gain valuable experience within Analytics, Project Management and Stakeholder Engagement.


Please note:

As a team we are required to be flexible in our working hours to cover the needs of our business whilst being sensitive to outside commitments (family, dependants, voluntary work etc.) – flexible working patterns are available.

Working within an International Team - as such you may need to be available to attend calls in different time zones (within reason and with appropriate notice).


Responsibilities include:

  • Developing and leveraging close relationships with ComplianceOperations, Risk, MIS, and Technologies partners to enable successful delivery on operational goals.
  • Conducts account reviews and call assessments to ensure day to day operations are conducted in compliance with regulatory and legal requirements and company policies.
  • Identifies control gaps and presents them to leadership for action.
  • Creating a support network to enable you and the team to succeed.
  • Create a culture of development and innovation – remove the fear of failure.
  • Work with peers across International markets ‘as one family’.
  • Reporting performance to Business Operations management team.

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



Required skills:

  • Dutch language spoken and written is essential.
  • Fluent in spoken and written English is essential.
  • Strong communication/presentation skills, ability to effectively communicate issues/opportunities to business partners.
  • Demonstrate strong commitment and drive to go beyond requirements of the position to achieve results.
  • Proven decision-making skill, strong analytical skills with attention to detail.
  • Ability to manage challenging workloads, meet and exceed daily/weekly transactional/call assessment and review requirements at a high level of quality and consistency.
  • Be a self-motivated planner and organiser with a strong work ethic and high personal standards.
  • Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationship.
  • Aptitude for managing multiple and changing priorities efficiently and effectively.
  • Strong Knowledge of Word/Excel/PowerPoint.
  • An understanding of Emotional Intelligence and Cultural Awareness would be beneficial.

Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (for Russia based candidates 810 800 83 000038).


ReqID: 19004975
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 25, 2019, 5:35:59 AM
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