Rimi Sinha
Gurgaon
Summary
A hardworking, enthusiastic, and energetic professional with 10 years of experience in American Express in various teams for Operations & Governance. I have worked in diverse roles: Customer Service Professional, Team SME, GSLN Mentor, Quality Analyst, Risk Consultant. Strong professional with excellent knowledge about risk assessment, building strong control environment and driving other process improvement initiatives to fulfill IAG Audits, Compliance Risk Assessments, Issue Management Events and build PRSAs.
Overview
10
10
years of professional experience
Work History
Analyst- Risk Management – GSG EXAM MANAGEMENT
AXP Internal
- Current
- Responsible to manage the PRSA Framework for the major GSG (Global Services Group) Processes - Global Payments Services, Global Billing Network and Global Card Issuance
- Responsible for the oversight of Risk Assessment, governance plan and project management across the Processes
- Responsible to ensure the Processes are Audit ready, lay out pre audit checklist, based on the past audits and the current process structure
- Played a pivotal role during Global Card Issuance's IAG (Internal Audit Group) Audit in 2023, resulting in 'Satisfactory' audit closure
- Provided swift resolution to IAG (Internal Audit Group) Audit map for Global Billing Network by creating effective control
- Responsible to lead the ongoing IAG (Internal Audit Group) Audit for Global Payments Services, which involves being advisory to Business, coordinate with auditors, stakeholders - Technology, Compliance, Enterprise Resilience Team
- Responsible to guide and assist the Processes to complete the Risk Assessment Questionnaire and generate appropriate operational risks & build mitigating controls
- Responsible for the oversight of Compliance Risk Assessment, ensuring the applicability of appropriate risks and regulatory requirements to the processes
- As a custodian of the control environment, identified the significance to have a streamlined approach towards complaints mechanism and have the risk and control in the PRSAs
- Support the Governance Testing Team to complete testing of controls with absolute mitigation of risk in a timely manner
- Implemented the ideology of the upcoming governance Project Panorama and already identified functions which are within the process and documented/moved controls in the Processes
- Played an impactful role in the Application Control Project Phase I, guided Business to have the appropriate list of application based on usage and ownership, followed by identifying/building controls
- Provide clear, actionable observations and offered targeted recommendations for business improvement.
Consultant – GSG EXAM MANAGEMENT
AXP Internal
01.2021 - 09.2022
- The core responsibility has been to oversight Operational Risk across 9 AXP Processes under GSG by leveraging continuous monitoring and test optimization, where close 100 controls tested quarterly
- Research and collaborated with Operations & Compliance resulting in optimization of control environment
- Led a newly created PRSA for American Express Banking Services and worked closely with leadership to establish robust control framework for activities managed under the PRSA
- Along with the core job, involved in Waive code Reporting, to identify the usage of permanent financial suppression on CM accounts, which led to financial impact on American Express
- Proactively conducted the annual clean up activity for the processes, thrived for fast-paced changes in the control environment.
Senior Quality Analyst - Sales Practice Monitoring | Global Services Group
AXP Internal
08.2017 - 12.2020
- The major goal was to test 100% high risk transactions
- Performed testing to ensure Regulatory Sales Practice adherence for CEN (Customer Engagement Network) U.S market for various KRIs (Key Risk Indicator)
- Contributed to form new KRIs for effective testing of Value Generation samples
- Worked as an SME, trained and coached new joiners – analyst & leaders
- Oversighted the collation and reporting work for few major KRIs and drove the remediation for the identified errors
- Identified and implemented ideation which increased the efficiency of the process, and the outcome was 2FT savings
- Leadership identified me as the SME to launch and train teams for the testing for new LOB (Line of business) - Click to Chat, DGT (Dispute Gateway Team), Credits & Non-Credits US Market, SAC (Save a Cardmember)
- Operated as an interim Team Leader for 6 months, drove performance, prepared the scorecards, and managed other administrative activities to run the team.
Quality Analyst – Procedural Monitoring Adherence (Pma)| Global Services Group
AXP Internal
07.2016 - 07.2017
- Responsible of procedural, compliance and Amex policy adherence across CEN, US Market
- Monitored calls to analyze proactive defect prevention, recognizing the early warnings in the system to avoid customer escalations
- Reported noncompliance, identified root causes, and effectively implemented corrective actions.
Customer Care Professional|SME|Learning specialist – Consumer Product Services (CPS)
AXP Internal
02.2014 - 06.2016
- Worked for one of the most growing processes in CEN
- Provided ongoing after-care support to customers by fixing their American Express Account related queries
- Hold the record of receiving the maximum customer satisfaction surveys in a quarter
- Functioned as subject matter expert within the process
- Played a pivotal role in mentoring/training new joiners.
Education
Bachelor of Arts - English
Calcutta University
Kolkata03-2011
Skills
- Operational Risk Assessment
- Develop strong Control environment
- Internal & External audits
- Process Improvement & standardization
- Process Improvement
- Requirement gathering & Documentation
- Root Cause Analysis
- Risk mitigation strategies
- Data Interpretation & Analysis
- Quantitative Analysis
- Analytical mindset
- Consulting
- Attention to details
- Excellent Organizational skills
- Problem Solving
Accomplishments
- Appreciation from VP for showing readiness in leading the IAG Audit for Global Payments Services.
- Appreciation from leadership and Business for handling and converting Global Card Issuance IAG Map written finding to verbal with strong justification.
- Appreciation from OE Delegate Leader on contribution towards creation of new controls and tests for the Business Checking Account Process.
- Appreciation from senior leadership for ensuring easy and effective transition of the PRSA Testing 2021 and being supportive to the team in taking added responsibilities when colleagues moved out of the team.
- Appreciation from OE Delegate Leader to supporting testing of new controls for the Amex Assurance Company Process, within strict testing timelines.
Affiliations
- Travel
- Cooking
- Art & Craft
- Yoga
Languages
Bengali
First Language
English
Proficient (C2)
C2
Timeline
Consultant – GSG EXAM MANAGEMENT
AXP Internal
01.2021 - 09.2022
Senior Quality Analyst - Sales Practice Monitoring | Global Services Group
AXP Internal
08.2017 - 12.2020
Quality Analyst – Procedural Monitoring Adherence (Pma)| Global Services Group
AXP Internal
07.2016 - 07.2017
Customer Care Professional|SME|Learning specialist – Consumer Product Services (CPS)
AXP Internal
02.2014 - 06.2016
Analyst- Risk Management – GSG EXAM MANAGEMENT
AXP Internal
- Current
Bachelor of Arts - English
Calcutta University
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