FAQs
What is the primary responsibility of the Manager-Operations role at American Express?
The primary responsibility is to oversee end-to-end customer complaints management for AEBC India, ensuring resolution of customer outcomes and compliance with regulatory requirements.
What qualifications are required for this position?
Candidates should have a minimum of 8 years of experience with strong knowledge of the Indian banking system and regulations, along with demonstrated leadership and project management skills.
Who will the Manager-Operations act as a representative for?
The Manager-Operations will act as the Nodal Officer representing AEBC to the RBI (Reserve Bank of India), CICs (Credit Information Companies), and will be the focal point for grievance-related queries.
What kind of team dynamics should the Manager-Operations expect?
The role involves leading cross-functional teams in a highly regulated and fast-paced environment, fostering strong business relationships across various departments.
What kind of support does American Express provide to its employees?
American Express provides competitive base salaries, bonus incentives, comprehensive medical and dental benefits, flexible work arrangements, generous paid parental leave, career development opportunities, and wellness programs.
Is experience with CIC reporting necessary for this role?
Yes, a strong understanding of CIC reporting and flows is necessary for the Manager-Operations role.
What is the working environment like at American Express?
The working environment emphasizes a diverse and inclusive culture where every colleague is seen, heard, and feels a sense of belonging.
Will I need to report to regulatory bodies in this role?
Yes, you will need to attend meetings with the RBI and oversee complaints not resolved within regulatory timelines, as well as respond to references received from regulatory bodies.
How is success measured in this position?
Success is measured through effective complaints management, adherence to compliance and audit guidelines, and the ability to drive decision-making for continuous improvement.
What benefits does American Express offer related to mental health?
American Express offers free and confidential counseling support through their Healthy Minds program, as well as access to global on-site wellness centers staffed with nurses and doctors, depending on location.