Ritu Jha Email and Phone Number

Privacy Risk Assessment| Technology Solutions| Compliance| Risk Management | Privacy Oversight| Risk Appetite Framework| Project Management | Stakeholder Management | Operational Excellence |People Management |

Global Service Group at American Express, operational risk, compliance issue management, risk management, root cause analysis, decision making , control enhancement

Enterprise Marketing Platforms and Solutions

•Identify process failures or gaps and raise operational risk events across multiple back office processes based on ongoing observations with Operations teams.•Collaborate with Operations teams to highlight potential risks to the Company in the form of regulatory and compliance breach caused due to system, process or human error.•Create 30-60-90 day plans for effective management of identified risks and work towards a stopping further harm to the customer by creating a… Show more •Identify process failures or gaps and raise operational risk events across multiple back office processes based on ongoing observations with Operations teams.•Collaborate with Operations teams to highlight potential risks to the Company in the form of regulatory and compliance breach caused due to system, process or human error.•Create 30-60-90 day plans for effective management of identified risks and work towards a stopping further harm to the customer by creating a corrective action plan.•Monitor progress towards mitigation of losses caused by operational risk events and partner with impacted and causal teams to strengthen process controls to prevent recurrence of such events.•Provide weekly and fortnightly updates to Compliance and Operational Risk teams on the status of the corrective action plans.•Negotiate with stakeholders and leverage relationships with counterparts in different departments like Technologies, Marketing and Customer Service to ensure accurate allocation of responsibilities to causal and impacted owners of risk events raised.•Analyse and report trends and changes in the nature of operational risk events and corrective action plans to drive long term solutions for bad demand reduction, automation and shorter case time resolution. Show less

•Manage a team of high performing analysts in Membership Rewards Back-office Operations for Australia, Singapore, Hong Kong and New Zealand Markets.•Provide monthly coaching and feedback to drive superior performance on productivity and Quality goals. Conduct Relationship Care coaching to improve bottom performers’ scores.•Share best practices with analysts to develop leadership competencies during career discussions provide guidance on job selections with the help of interview… Show more •Manage a team of high performing analysts in Membership Rewards Back-office Operations for Australia, Singapore, Hong Kong and New Zealand Markets.•Provide monthly coaching and feedback to drive superior performance on productivity and Quality goals. Conduct Relationship Care coaching to improve bottom performers’ scores.•Share best practices with analysts to develop leadership competencies during career discussions provide guidance on job selections with the help of interview tips and mock interviews.•Engage team in motivational activities to boost morale- organize employee engagement events on monthly basis to recognize Most Improved and Top Performers.•Work closely with stakeholders in Marketing and Technologies on process changes and migrations. Show less

•Provide subject matter expertise to team members on policies and procedures based on in-depth exposure and experience gained from previous roles.•Handle customer escalations and Card member correspondence related to Membership Rewards for Australia, Singapore, New Zealand and Hong Kong markets.•Officiate as point of contact for all queries in the absence of the team leader and manage the team with respect to work allocation, schedule adherence, queries, escalations and… Show more •Provide subject matter expertise to team members on policies and procedures based on in-depth exposure and experience gained from previous roles.•Handle customer escalations and Card member correspondence related to Membership Rewards for Australia, Singapore, New Zealand and Hong Kong markets.•Officiate as point of contact for all queries in the absence of the team leader and manage the team with respect to work allocation, schedule adherence, queries, escalations and approvals for adjustments. Show less

Service High Net worth base of card members in India with account specific information such as reconciliation of accounts, dispute charges, travel and fine dining related benefits, reward point related information and redemption taking decisions involving interest and late payment reversals after reviewing credit history, checking application status.

•Assist US based Card members with access to pertinent information on the Amex Website.•Work in a highly Metric Centric setting and deliver consistent results.