Manager - Exceptions Management at American Express Malaysia Sdn Bhd

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Risk management, Policy compliance, Governance, Audit, Data-driven decision making, Executive communication, Strategic planning, Stakeholder management, Regulatory compliance, Process improvement, Financial services, Payments ecosystem, Risk assessment, Control effectiveness, Performance monitoring

Industry

Financial Services

Description

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you’ll experience our 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. Description The Contract and Exceptions Management team is part of the Global Merchant & Network Services (GMNS) organization within Global Strategy, Operations, & Performance (GSOP) and is responsible for defining, governing, and monitoring adherence to American Express Merchant and Network policies globally through the administration of contract and exception management governance forums and processes. The team plays a critical role in enabling consistent, compliant experiences across the payments ecosystem. Through strong governance, risk management, and data-driven insights, the team partners closely with GMNS leadership, Compliance, Risk, Legal, and Operations to embed policy compliance into business decisions and operating models worldwide. Role Overview The Manager – Contract and Exceptions Management is responsible for Merchant and Network Policy Compliance across GMNS as documented in the American Express Business & Operational Policies (BOP), Global Merchant Services (GMS) Merchant Policies and other related policies. This role delivers the strategic direction, governance model, and risk posture for the contract and exceptions processes that protect the brand, enable partner confidence, and support sustainable business growth. Key Responsibilities Execute the global strategy for Merchant and Network Policy Compliance aligned to enterprise risk appetite and regulatory expectations. Govern compliance frameworks covering policy interpretation, enforcement, escalation, remediation, and exception management. Support and lead enterprise governance forums and councils, driving executive alignment, accountability, and decision-making. Provide oversight of compliance risk management, including risk assessments, mitigation plans, and control effectiveness to support contract and exception management. Oversee Network Participant performance monitoring and non-compliance actions to ensure consistent policy adherence. Create executive-level reporting and insights, leveraging data and analytics to identify trends, systemic risks, and improvement opportunities. Partner with senior stakeholders across GMNS, Partner Management, Risk, Technology, and Operations to balance growth, customer experience, and compliance. Anticipate emerging risks in network payments and partner operating models and proactively embed controls into policies and processes. Qualifications Strong background in Business, Operations, Risk Management, Information Systems, or related fields preferred, either gained through graduate education or experience. 5+ years of experience with senior leadership accountability in policy compliance, risk management, governance, or audit, preferably within financial services or payments. Proven experience in operating or supporting enterprise-wide programs, governance councils, and senior leadership engagements in a global environment. Core Competencies Risk Management Excellence Governance and Program Delivery Excellence Executive Communication & Influencing Data-Driven Decision Making Customer & Brand Protection Mindset Curiosity and Learning agility to rapidly understand new topics and risks 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 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.

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Responsibilities

The Manager is responsible for defining, governing, and monitoring adherence to global merchant and network policies. They will lead governance forums, manage compliance risk, and provide data-driven insights to senior leadership.