Analyst-Exceptions Governance

Global Merchant Network Services (GMNS) | G lobal Strategy, Operations, Performance (GSOP)

Department Overview

The Exceptions Governance team is part of the Global Merchant Network Services (GMNS) organization within G lobal Strategy, Operations, Performance (GSOP) and is responsible for defining, governing, and monitoring adherence to American Express Merchant and Network policies globally through the administration of exception management governance forums and processes. The team plays a critical role in enabling consistent, compliant experiences across the payments ecosystem for our proprietary and network partners, and our key merchant relationships. Through strong governance, risk management, and data-driven insights, the team partners closely with GMNS leadership, Compliance, Risk, Legal, Operations, partner management and acquisition teams, to embed policy compliance into business decisions and operating models worldwide.

Role Overview

The Analyst - Exceptions Governance is responsible for the governance of Merchant and Network policy compliance across GMNS, ensuring exception requests are reviewed in alignment with the American Express Business Operational Policies (BOP), Global Merchant Services (GMS) Merchant Policies, and other applicable policy frameworks.

The role partners across Risk, Compliance, Legal, and business teams to facilitate consistent, risk-informed decision-making, strengthen governance practices, and enable sustainable business growth while protecting the American Express brand.

This is an exciting opportunity to influence enterprise governance by supporting cross-functional councils, driving policy oversight, identifying process improvement opportunities, and contributing to the evolution of governance frameworks that balance innovation and risk management.

This is a hybrid role, and will be located in the Cyber 5 office with the rest of GMNS colleagues, and will work a UK hours shift pattern Mon-Thurs and IST local pattern on Fridays.

Qualifications

• Strong background in Business, Operations, Risk Management, Information Systems, or related fields preferred, either gained through graduate education or experience.
• 3+ years of experience in policy compliance, risk management, governance, or audit, preferably within financial services or payments.
• Proven experience in supporting enterprise-wide programs, governance councils, or process and controls delivery in a global environment.

Core Competencies

• Risk Management Excellence
• Governance and Program Delivery Excellence
• Data-Driven Decision Making
• Customer Brand Protection Mindset
• Curiosity and Learning agility to rapidly understand new topics and risks
• Executive Communication Influencing

• Execute the global strategy for Merchant and Network Policy Compliance aligned to enterprise risk appetite and regulatory expectations.
• Govern compliance frameworks covering policy interpretation, enforcement, escalation, remediation, and exception management.
• Support enterprise governance forums and councils, driving executive alignment, accountability, and decision-making.
• Provide oversight of compliance risk management, including risk assessments, mitigation plans, and control effectiveness to support contract and exception management.
• Oversee Network Participant performance monitoring and non-compliance actions to ensure consistent policy adherence.
• Create executive-level reporting and insights, leveraging data and analytics to identify trends, systemic risks, and improvement opportunities.
• Partner with stakeholders across GMNS, Partner Management, Risk, Technology, and Operations to balance growth, customer experience, and compliance.
• Anticipate emerging risks in network payments and partner operating models and proactively embed controls into policies and processes.