Manager, Merchant Payments & Disputes

LocationLondon, England, United Kingdom

Posted At6/20/2025

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Description

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.

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

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
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, this may include 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. Partner teams could include servicing, technology partners, sales and client management and treasury teams
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. 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
Problem solving skills to tackle complex and unexpected issues which rise 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
London based, Hybrid

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.