The Global Network Services (GNS) organization partner with banks and financial institutions to issue cards and/or expand acceptance on the American Express network. Through these partnerships, AXP increases the number of American Express cards in the markets, enhances merchant coverage, and provides exciting and innovative new products around the world. This position has the responsibility to lead initiatives and support teams in the setup maintenance and oversight on the American Express Global Network. This position will provide support to the Latin America Region. 

The Process Operations Manager position supports business partners, in all their process and operational needs. It is responsible for partners oversight and compliance with BOP and/or all network mandates. It will support / execute Bank Partner Servicing Strategy, ensuring seamless customer experience, complying with all required network SLA’s.

Reporting directly to the Victor C Sampaio, Global Network Services LAC, and the incumbent will provide strategic thought leadership and relationship management to facilitate the expansion of the existing business with our partners.

REQUERIMENTS

Manage the relationship with assigned partners across Latin America. Ensure partner compliance with policies and adherence to American Express Network standards. Identify, document, monitor and coordinate the timely resolution of operational problems reported by partners. Interface with the various business groups to provide updates on issue resolution and partner operational performance. Identify reengineering opportunities/process improvements and develop business cases for the Network and partners. Support the launch of new partners and new to Network capabilities. Support the launch of new products, including Beta testing and BIN sourcing.

 

 

QUALIFICATIONS

Strong background in operations and project management with a minimum of ten (10) years’ experience in credit card operations (disputes, authorizations, fraud, customer service and quality assurance).  Fully trilingual (verbal and written) in Portuguese (native), English and Spanish.  Ability to clearly communicate at technical and non-technical levels. Excellent presentation and training facilitation skills. Strong relationship management skills. Strong project management skills. Ability to interact at all levels with internal and external partners. Ability to manage and drive results without direct authority. Reengineering and/or six sigma experience a plus. PC Skills, MS Office and MS Project.

 

PREFERRED ADDITIONAL SKILL

MBA is optimal 5+ year experience on AXP Global Network Services

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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

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