Project Analyst Ii

You Lead the Way. We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
The Global Servicing Network is part of the Global Services Group and is the single largest unit of American Express addressing the servicing needs for Global American Express customers and partners by providing 24 by 7 Relationship Care®.
The Oversight and Analytics team provides support to the complaint resolution teams within GCRS supporting a wide variety of processes and sensitive activities such as the review of Card Member complaints to ensure accuracy and completeness, managing highly complex escalations on behalf of senior executives, researching and addressing consumer inquiries submitted through a variety of regulatory agencies and servicing Card Members through our digital social media channels
KeyResponsibilities:
This Analyst will work with, the Manager-Operations of the Oversight and Analytics Team to support the larger organization of GCRS in the Audit Readiness and Internal Control Testing through the following:
Support the Audit Readiness activities for multiple International Markets
Support the Internal Control testing for multiple Markets.
Support process enhancement projects globally
Support internal and external audit requests.
Support the on-boarding of any processes within any Market.
Identify and mitigate risks within various processes.
Deep dive complaint processes to identify handling gaps
Perform mock audit exams for key processes.
Support the creation of process documentation, i.e., procedures, job aids and process maps.
Report performance metrics around the health of the processes
Manage internal project initiatives across all GCRS complaint resolutions teams.
Present trends and themes to senior leaders of the organization
Uses strong analytical skills to identify efficiencies and drive process improvements across all complaint resolution teams
Foster an "ALL in CULTURE" environment of a "Customer First" mentality to improve the customer and Colleague experience

Minimum Qualifications
Bachelor's Degree or equivalent business experience
Understanding of Bank/Credit Card Regulations
Working experience of internal systems:  GSP, CSP, GO2, Monocle, ECCO, MicroStrategy, Archer, etc.
Ability to interact cross-functionally and drive results.
Knowledge of American Express products, services, and operational processes
Strong organizational skills and proven ability to prioritize and manage multiple tasks.
Ability to present information to senior leaders of the organization.
Ability to identify the root cause of a systematic or process breakdown.
Strong knowledge of the Complaint process
Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls.      
Flexibility in response to changing circumstances.
Resolves and/or escalates issues in a timelymanner.
Competency in Microsoft Office: Excel, PowerPoint, and SharePoint
Passion for your work and a sense of humor
This role is required to be on-site 3 days/week.

Preferred Qualifications
Past work experience in Customer Service, Operational Excellence, Compliance or Audit functions
Should not be on any level of counseling

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries 
Bonus incentives 
Support for financial-well-being and retirement 
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
Generous paid parental leave policies (depending on your location) 
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
Free and confidential counseling support through our Healthy Minds program 
Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.