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Manager-Operations

  • Job
    Full-time
    Senior Level
  • Government & Politics
    Banking & Finance
  • Gurgaon

AI generated summary

  • You need 8+ years in banking, CIC reporting expertise, project management skills, strong attention to detail, ability to analyze data, and proficient communication and leadership capabilities.
  • You will manage customer complaints, liaise with regulators, oversee compliance, streamline processes, and ensure timely resolution while collaborating across teams for effective governance.

Requirements

  • Minimum Qualifications
  • 8 years + experience Strong knowledge in India banking system and regulations
  • Strong understanding of CIC reporting and flows
  • Demonstrated experience leading large groups of people, project management, organization and planning skills applied in a deadline driven environment
  • Ability to understand bank risk appetite, including relevant of management policies and operational excellence activities, and apply effectively to team activities
  • Detail oriented mindset and ability to find opportunities to innovate or streamline, including use of automation
  • Ability to collect and analyze information to drive decision-making
  • Strong influencing and collaboration skills, strategic planning, and relationship development
  • Capable of communicating with all levels of the organization both in writing and orally
  • Strong people leadership ability and inclusive mindset is essential

Responsibilities

  • The primary objective of the role is to oversee end to end customer complaints management (e.g., process, procedures, practices, and standards) for AEBC India. In this role the selected candidate will play a key role in establishing strong business relationships across all lines of business in India working with other leaders in Legal, Privacy, Compliance, Customer Service, Credit, Fraud, New Accounts, Disputes, Marketing Travel, Insurance & several back-office teams to support resolution of all complaints.
  • Act as Nodal Officer representing AEBC to RBI, CICs (Credit Information Companies) and to be the focal point for grievance related queries.
  • Attending to the references received from the RBI / CICs and ensure that comments & responses after due internal investigation and scrutiny are submitted to RBI/CICs timely.
  • Provide Governance & oversight on complaint related matters to various business units.
  • Attend Banking Ombudsman meet scheduled by the Regulator/ RBI (Reserve Bank of India)
  • Oversee all complaints not resolved by the Bank within regulatory timelines.
  • Responsible for the timely review & closure of any Banking Ombudsman Instruction, Advisory or Award issued to the Bank.
  • Present regular reporting to key stakeholders and attend meetings with Global Leaders for business updates in various Bank committees.
  • Ensure team is working efficiently and effectively adhering to all compliance, audit guidelines, policies, and procedures.
  • Collaborate with stakeholders driving end to end accountability in resolving complex complaints, meeting regulatory obligations, market and complaint program requirements.
  • Provide strategic direction to the team and assess opportunities for streamlining the process and create a culture that anticipates and manages potential risks in advance.

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.

Finance
Industry
10,001+
Employees
1850
Founded Year

Mission & Purpose

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.

Culture & Values

  • We Back Our Customers

    Relationships are at the heart of our business. We strive to be essential to our customers by delivering exceptional products, services and experiences every day – and promise to have their backs in everything we do.

  • We Make It Great

    We deliver an unparalleled standard of excellence in everything we do, staying focused on the biggest opportunities to be meaningful to our customers. From our innovative products to our world-class customer service, our customers expect the best—and our teams are proud to deliver it.

  • We Do What’s Right

    Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

  • We Respect People

    We trust and respect one another for who we are and what we contribute. We are accountable to one another and empower every voice through open, courageous dialogue so others feel heard.

  • We Embrace Diversity

    We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best.

  • We Stand for Inclusion

    We all have biases. However, we do not tolerate bias that excludes or minimizes anyone – all people belong. We’re committed to ensuring that we have a welcoming and inclusive culture where everyone’s voice matters and where people of all races, ethnicities, genders, gender identities, sexual orientations, ages, religions, disabilities and viewpoints can thrive.

  • We Win As a Team

    We view each other as colleagues—part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.

  • We Support Our Communities

    We respect our communities and are committed to working together so they can thrive and make a meaningful difference in the world.