39.jpg)
Date Posted
05-Jul-2026
Location
Haryana (HR), 1
Job Type
Full Time
Company
Group
Description
Analyst – Oversight & Analytics
Location: Gurugram, Haryana
Work Mode: Hybrid (On-site 3 days/week)
About American Express
At American Express, we empower individuals and businesses to progress with confidence. When you join Team Amex, you become part of a global and diverse community committed to backing our customers, communities, and each other.
We recognize and reward contributions, leadership, and impact. As a team, we strive to deliver exceptional customer experiences, uphold our values, and create an inclusive workplace where everyone feels valued and supported.
Join Team Amex, and let’s lead the way together!
About the Role
The Global Servicing Network (GSN) is a key part of the Global Services Group (GSG), responsible for addressing the servicing needs of American Express customers and partners worldwide.
The Oversight and Analytics Team provides critical support to complaint resolution teams within Global Complaints Resolution Services (GCRS). Our team ensures accuracy and completeness in complaint handling, manages highly complex escalations, and addresses regulatory inquiries. Additionally, we provide support through digital social media channels to enhance customer experience.
Key Responsibilities
As an Analyst in the Oversight and Analytics Team, you will:
- Support Audit Readiness activities for multiple international markets.
- Conduct Internal Control Testing to ensure compliance across various markets.
- Assist in global process enhancement projects.
- Handle internal and external audit requests efficiently.
- Support the onboarding of new processes across different markets.
- Identify and mitigate risks within key processes.
- Perform deep-dive analysis of complaint handling to identify process gaps.
- Conduct mock audit exams for key processes.
- Create and maintain process documentation (procedures, job aids, process maps).
- Report performance metrics to track process effectiveness.
- Manage internal project initiatives within GCRS complaint resolution teams.
- Present trends and insights to senior leadership.
- Utilize analytical skills to identify efficiencies and drive process improvements.
- Foster a customer-first culture, enhancing both customer and colleague experiences.
Minimum Qualifications
- Bachelor’s degree or equivalent business experience.
- Knowledge of bank/credit card regulations.
- Experience working with internal systems such as GSP, CSP, GO2, Monocle, ECCO, MicroStrategy, and Archer.
- Strong ability to interact cross-functionally and drive results.
- Knowledge of American Express products, services, and operational processes.
- Excellent organizational skills with the ability to prioritize and manage multiple tasks.
- Ability to present findings to senior leadership effectively.
- Strong problem-solving skills to identify root causes of systematic or process breakdowns.
- Expertise in complaint resolution processes.
- Detail-oriented with the ability to ensure accuracy in all deliverables.
- Ability to adapt to changing circumstances and escalate issues when necessary.
- Proficiency in Microsoft Office (Excel, PowerPoint, SharePoint).
- A passion for excellence and a positive, team-oriented attitude.
Preferred Qualifications
- Previous experience in Customer Service, Operational Excellence, Compliance, or Audit functions.
- Should not be on any level of counseling.
Why Join American Express?
We prioritize the holistic well-being of our colleagues by offering comprehensive benefits and career growth opportunities.
Benefits & Perks:
- Competitive base salary with bonus incentives.
- Retirement and financial well-being programs.
- Comprehensive health insurance (medical, dental, vision, life, and disability benefits).
- Flexible work models (hybrid, onsite, or virtual, depending on role and business needs).
- Paid parental leave and family-friendly policies.
- On-site wellness centers (with medical professionals, depending on location).
- Confidential mental health support through the Healthy Minds program.
- Career development and training opportunities.
Equal Opportunity Employer
American Express is an equal opportunity employer and makes employment decisions without regard to race, gender, religion, sexual orientation, disability, veteran status, or any other legally protected status.
Employment is subject to successful background verification, in compliance with applicable laws and regulations.
3.jpg)
.jpg)
.jpg)
2.jpg)
.jpg)
.jpg)
1.jpg)
3.jpg)
4.jpg)
1.jpg)
3.jpg)
2.jpg)
5.jpg)
3.jpg)
3.jpg)
DISCLAIMER
Welcome to Jobjaniye.com. We provide job seekers with information gathered from various publicly available job posting websites, including but not limited to Google, Indeed, LinkedIn, and other well-known job platforms. Our mission is to help individuals find employment opportunities by offering up-to-date job listings and career-related resources. We do not charge any fees for accessing or using our website, and all job information is provided free of charge.
Jobjaniye.com. does not directly offer, manage, or engage in the hiring process for any of the job listings featured on our website. All listings are sourced from third-party job posting platforms such as Indeed, LinkedIn, and other recognized job websites.
By using our website, you acknowledge and accept the above terms and conditions. Thank you for visiting Jobjaniye.com., and we wish you success in your job search.
For any inquiries or to raise a complaint, please contact us at jobpostingcustomercare@gmail.com.