Manager, Disputes and Payments
Job Description
Work Location Options:
HybridAt 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 Global Merchant Payments and Disputes team within GMNS Global Strategy Operations & Performance, ensures a reliable and seamless merchant experience for payments and disputes. The key focus and priorities areas for this team are
- Disputes management – ensuring a compliant and reliable merchant disputes experience
- Merchant payments and resiliency – ensuring processes and systems support merchant payments resiliency. This includes supporting payment system uplifts.
- Bank relationship management – managing bank partners that provide a service to make merchant payments and collections
- Oversight and control – ensuring robust process documentation is in place to support processes, identifying and mitigating any process vulnerabilities
The role of Manager, Disputes & Payments, is an exciting opportunity to lead and oversee the international disputes strategy alongside supporting key payments related projects.
Specific responsibilities will include:
- Drive the international disputes strategy
- Lead projects end-to-end by working with partners to define resources, dependencies, and timelines to ensure seamless delivery
- Conduct detailed assessments to identify merchant pain-points, opportunities and process failures and gaps
- Develop data based recommendations and solutions supported by compelling business cases
- Partner effectively across business groups to gain technology prioritization, stakeholder buy-in, and influence partners to drive change
Minimum Qualifications
- Strong knowledge of the merchant disputes landscape
- Understanding of merchant acquiring, related operational processes, and supporting technology infrastructure
- Expertise within payments, with an understanding of payment rails and regulations
- Advanced analytical skills with an ability to introduce structure into ambiguity
- Strong communication and presentation skills, both written and oral. This individual must be able to communicate effectively at all levels of the organization
- Proven track record to work autonomously and adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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.
