American Express Careers

Information Security Manager

New York, New York
Digital Commerce Technology

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Job Description

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.
 
GCS Technology Prevention & Resolution Issue Management (PRIME) support the resolution, detection and prevention of Corrective Actions (CAP’s) that impact the Global Consumer customer. With services ranging from end to end issue management to capability development, the team actively works with stakeholders across the blue box to respond quickly and effectively when things go wrong, but also drive innovation and change across a wide range of business disciplines.
 
PRIME have 3 key OKR themes for 2019, which include:
  • Solidifying the core resolution proposition consistently across the global portfolio – Ensuring global consistency in the way we resolve CAP’s ensuring that our consumer customer is treated fairly, and issues are resolved swiftly.
  • Drive Faster Resolution of Corrective Actions – Identifying opportunities to remove barriers and increase the velocity of the resolution turnaround time using the Continuous Improvement principle and not be scared to fail fast.
  • Enable the detection and prevention of Corrective Actions, reducing CAPs discovered by the customer – Using innovative and traditional approaches to reduce CAP’s identified through customer complaints with the ultimate goal of discovering 100% of issues internally to American Express. 
Joining the US-based team, this role focuses on the strategic development of the Domestic function. The role will own the relationship with the US Consumer business, with the ultimate objective of driving the best experience for our US consumer customer. The role will also take accountability for a technical detection / prevention capabilities road map, leveraging the wider Global Risk Technology (GRT) organization and beyond to support the OKR themes of the PRIME team.
 
Responsibilities will include:
  • Ownership of the US Consumer Operational Excellence relationship.
  • Jointly accountable for resolution performance of US Consumer events.
  • Definition and execution of a strategic road map for the US Consumer Operational Excellence relationship.
  • Identification and implementation of a strategy to deliver technical opportunities within Global Risk Technology and beyond to add value to our customer.
  • Taking end to end ownership of Corrective Actions, driving resolution within defined SLA’s.
  • Challenging the status-quo to drive incremental improvements in performance.
  • Driving a global mind set, partnering with colleagues across the globe to drive a consistent team experience.

Qualifications

Qualifications:
  • Relationship builder, with proven experience in owning relationships and driving value out of them.
  • Strategic thinker, with an ability to challenge the status quo, think outside the box and drive change.
  • Results-driven with a track record of delivering projects / initiatives against aggressive timelines across a complex and matrixed environment.
  • An innovator, looking at new approaches, testing them and not being afraid to “fail fast”.
  • Proven ability to lead teams made up of both technical and non-technical members.
  • Outstanding communication and influencing skills with demonstrated experience working with a variety of stakeholders across both seniority and business unit.
  • A multi-tasker, prioritizing multiple strategies and issues at the same time, delegating and pushing back when needed, yet achieving results.
  • Technically astute, with an ability to understand traditional and new technical concepts quickly and turn them into value.
  • A strong understanding of core consumer processes and platforms a must.
  • Cultural sensitivity working across different markets with different customs of approach.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. 


ReqID: 19007615
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 13, 2019, 9:03:06 AM
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