Manager, Merchant Payments & Disputes

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. 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.

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 priority areas for this team are:

• Merchant payments and resiliency – ensuring processes and systems support merchant payments resiliency, including 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.
• Disputes management – ensuring a compliant and reliable merchant disputes experience.

The role of Manager, Merchant Payments & Disputes is an exciting opportunity to deliver improvements for the merchant experience, including the identification of merchant friction points, developing and driving solutions, and ensuring priorities are aligned with merchant expectations and industry best practices. You will be driving high priority, complex, regional and global initiatives that support GMNS’ top business goals.

Specific responsibilities will include:

• Support urgent issue resolution for any payment disruptions by leading discussions with internal tech and bank partners for EMEA merchants.
• Partnering closely with the bank relationship manager in the team and leading strategic projects to improve the merchant payments experience.
• Lead and support projects to improve operational resiliency for merchant payments and support activities relating to bank partner oversight and management.
• Helping ensure Operational Risk Management documentation is current and compliant with prevailing standards, including documenting processes, operational risk events management, and opening and managing issues.
• Actively support the bank partner relationship manager on projects that may include sourcing, onboarding and offboarding a bank partner.
• Lead internal projects end-to-end, working with both internal and external partners to define resources, dependencies, and timelines and ensure seamless delivery.
• Develop data-based recommendations and solutions for driving payments experiences for merchants supported by compelling business cases.
• Interface with technology and product teams to define and communicate business requirements, triage system outages, support testing efforts, make decisions on trade-offs, and remove delivery roadblocks.
• Partner effectively across business groups to influence partners to drive change, gain technology prioritization and stakeholder buy-in.

Minimum Qualifications

• Experienced manager in financial services and detailed knowledge of payment schemes in EMEA.
• Strong knowledge of the merchant business, related operational processes, and supporting technology infrastructure.
• Strong risk and control mindset.
• Advanced analytical skills with an ability to introduce structure into ambiguity.
• Strong communication and presentation skills, both written and oral.
• Proven track record to work autonomously and adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.
• Problem solving skills to tackle complex and unexpected issues which arise from time to time including escalations from merchants.
• Willingness to occasionally travel between Burgess Hill, Brighton and London as needed.
• Working hours flexibility given the international nature of the role.

Preferred Qualifications

• Degree level qualification.

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.