Manager-Strategic Planning

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The Global Credit & Fraud Operations Strategy & Integration team is responsible for developing and implementing credit and servicing strategies and capabilities in support of Global Servicing operations teams.  This role will primarily focus on supporting the Global Fraud organization.  Global Fraud plays a critical role in supporting our customers, helping them to understand and resolve fraud related issues impacting their account and enabling a quick return to spending. 

This role will help lead the development of exciting new capabilities in Fraud Servicing, including a new case management system and servicing portal for global fraud servicing processes as well as new authentication tools leveraging voice biometrics.  This is an opportunity to reinvent the tools used for resolving fraud cases, making the process more intuitive for agents and easier for customers.  The role will require close partnership with stakeholders in Fraud Operations teams, Risk Management, and Capabilities to ensure an optimal design and smooth implementation of the new capabilities.   

• Analyzing existing fraud systems to identify areas of improvement  
• Developing business requirements in partnership with stakeholders and Capabilities teams 
• Partnering with Operations to develop a migration and testing plan that minimizes operational risk and servicing disruptions 
• Ensuring that operations teams have the necessary training and resources when leveraging new capabilities 
• Analyzing existing fraud systems to identify areas of improvement  
• Developing business requirements in partnership with stakeholders and Capabilities teams 
• Partnering with Operations to develop a migration and testing plan that minimizes operational risk and servicing disruptions 
• Ensuring that operations teams have the necessary training and resources when leveraging new capabilities 

Qualifications

Leadership Competencies:

• Ability to develop, execute, and present analytical solutions to complex business problems
• Thought leadership and creative problem solving to challenge the status quo and drive continuous improvement
• Change leadership, including ability to translate business transformation plans into actions and results
• Relationship building, including ability to develop strong working relationships with business partners
• Ability and willingness to operate independently in a highly complex matrixed organization
• Strong communication skills and ability to interact effectively with senior leaders and business partners
• Strong knowledge of AXP fraud servicing processes
• Strong quantitative analytical skills and conceptual thinking skills
• Strong ability to develop optimal strategy that is both effective and operationally feasible
• Risk management or operations background and experience developing servicing strategies
• Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
• Ability to develop, execute, and present analytical solutions to complex business problems
• Thought leadership and creative problem solving to challenge the status quo and drive continuous improvement
• Change leadership, including ability to translate business transformation plans into actions and results
• Relationship building, including ability to develop strong working relationships with business partners
• Ability and willingness to operate independently in a highly complex matrixed organization
• Strong communication skills and ability to interact effectively with senior leaders and business partners
• Strong knowledge of AXP fraud servicing processes
• Strong quantitative analytical skills and conceptual thinking skills
• Strong ability to develop optimal strategy that is both effective and operationally feasible
• Risk management or operations background and experience developing servicing strategies
• Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change

Functional Competencies/Capabilities:

Salary Range: $89,250.00 to $150,250.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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