Senior Analyst-Control Management at American Express Malaysia Sdn Bhd

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Quality Monitoring, Trend Identification, Control Management, Risk Management, Communication Skills, Process Improvement, Excel, Tableau, SQL, Python, Analytical Skills, Problem-Solving Skills, Teamwork, Accountability, Integrity

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 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 Senior Analyst role provides incumbents with an excellent opportunity to work within the Control Management Complaints Governance Team within Global Commercial Services (GCS). The Team manages Complaint Analysis, Governance and Training across GCS customer facing colleagues and contractors, detects trending issues, and manages escalation cases driven from customer complaint data. The Complaints Governance Team is also responsible for maintaining a mature Complaint Program Office to ensure the proper program requirements are defined per the governing policy and meet internal compliance and external regulatory guidelines. Key Responsibilities: Review, Analysis and Reporting of GCS Complaint cases and escalations Configure and analyze complex, high-volume of customer complaints using a variety of tools and data analysis techniques. Perform complaints quality monitoring, to drive efficiency in complaints capture process performed by Business stakeholders Perform data processing, aggregation, and ingestion to drive actionable insights and identify complaint trends/issues, and growth opportunities for the business Create and maintain Standard Operating Procedure (SOP) documentation for all process-specific tasks related to Training Assist the ad-hoc analysis requests undertaken by the team for information visibility to stakeholders, auditors, and various business partners Minimum Qualifications 2-3 years of work experience in data analysis, quality monitoring, and trend identification Prefer candidates with previous experience in Control management, and/or Risk Management Highly adept at organizing, tracking, and multi-tasking across workstreams and cross-functional teams. Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive cross-functional collaboration and alignment. A “driver” personality - constantly pushing toward process improvement, clarity, and delivery while balancing the need for great collaboration. Customer-first mindset. Must possess strong Excel and Tableau analysis along with visualization skills. Experience in SQL and Python (Numpy, Pandas, Matplotlib etc.) Build and cultivate strategic relationships with stakeholders Must possess strong analytical and problem-solving skills Demonstrate ability to provide insight and accurate judgment in addressing and resolving business challenges and opportunities Demonstrate teamwork with strong personal accountability, dedication, and integrity Ability to work in high-pressure situations with minimal errors Preferred Qualifications Excellent verbal, written, and interpersonal communication skills Knowledge of Platforms: Global Complaints on Clic (iCare), Lumi/Google BigQuery, Salesforce (One Force), Tableau, SharePoint, Confluence, Jira/Airtable 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.

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The Senior Analyst role involves reviewing, analyzing, and reporting on GCS complaint cases and escalations, as well as configuring and analyzing complex customer complaints. The role also includes performing quality monitoring and driving actionable insights from complaint data.