Senior Manager - Merchant Processes & Disputes

Job description

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 Merchant Processing and Disputes team (GMPD) within Global Merchant & Network Services (GMNS) is dedicated to delivering an easy, frictionless, value-added experience that enables merchants and partners to meet their goals and serve their customers. The key strategic priorities for this team are to:

(i) design, implement and improve processes to make it easy, fast, safe, and reliable for all merchants and partners to do business with us, and

(ii) enable new business solutions and capabilities.

T he role of Manager, Merchant Processing & Disputes is an exciting opportunity to deliver improvements in the merchant processing experience, including the identification of merchant friction points, developing and driving solutions and ensuring processing priorities are aligned with merchant expectations and industry best practices. You will be driving high priority, complex, regional and global initiatives that support GMNS' top business priorities

Specific responsibilities will include:

• Conduct detailed assessments to identify merchant pain-points, opportunities and process failures/gaps
• Lead projects end-to-end by working with partners to define resources, dependencies, and timelines and ensure seamless delivery
• Partner effectively across business groups to gain technology prioritization, stakeholder buy-in, and influence partners to drive change
• Interface with technology and product teams to define and communicate business requirements, triage system outages, support testing efforts, make decisions on trade-offs, and remove delivery roadblocks
• Develop data-based recommendations and solutions supported by compelling business cases
• Support payment issue resolution working alongside the Bank relationship manager
• Help develop a playbook for Payment controls and operational risk mitigation

Minimum Qualifications:

• 3+ years of experience in financial services
• Creative thinker willing to challenge the status quo and develop recommendations.
• Excellent relationship, collaboration, and influence management skills
• End to end project management skills to lead and support global projects in a fast-paced environment
• Outstanding communication skills to engage, inform and influence stakeholders, leaders and business partners
• Knowledge and experience in Merchant acquiring processing and payments including knowledge of competitive practices is strongly preferred
• Proven track record to work autonomously and adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change
• Problem solving skills to tackle complex and unexpected issues which raise from time to time including escalations from merchants
• Ability to translate complex ideas or needs into both simple business terms and detailed technical requirements, that can be delivered by product and engineering teams
• Experience in driving results, developing and executing complex projects
• High energy, self motivated, results driven and optimistic attitude, and a good sense of humor
• Willingness to occasionally travel between Burgess Hill, Brighton and London as needed
• Working hours flexibility given the international nature of the role
• SQL knowledge preferred

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

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