Ritu Jha
Summary
17 years at Amex with a strong focus on creating a culture of proactive prevention of operational risks. I like to challenge the status quo and partner with stakeholders across the enterprise to work towards building a more resilient risk framework using collaborative best practices and driving process improvements.
Overview
17
17
years of professional experience
Work History
Manager
GSG Operational Excellence
08.2021 - Current
- Conducting detailed root cause and impact assessments based on established operational risk governance standards, and ensuring timely and accurate documentation of OREs.
- Establishing meaningful relationships within Operational Excellence teams like RBST/Complaints and GSG Operations to create a culture of proactive disclosure of inherent risks.
- Partnering with VPs and Directors of GSG and external OE teams on to ensure timely intervention and decision making for assignment of event ownership to the correct Business Unit.
- Supporting the entire intake team as central point of contact to manage critical and complex events under ownership dispute and/or triage.
- Coaching and Mentoring 2 High performing Business Analysts on the Issue management process.
- Raising visibility and awareness about the role of Issue Management by engaging leaders across GSG operations to promote a culture of voluntary and timely disclosure of potential issues.
Manager
International Card Marketing Solutions (EDDS)
11.2019 - 07.2021
- Spearheaded the E2E vendor relationship with Atos-Syntel including annual contract negotiations, and monthly invoicing.
- Conducted weekly, monthly and quarterly check-ins with Atos Syntel to monitor and improve performance and review quality results.
- Improved the YTD ORE Causal error rate fpr the team from 0.47% in 2019 to 0.30% in 2020 by introducing enhanced process controls and automation in the bonus capture process.
- Visited vendor site to understand opportunity areas and drive team engagement
- Provided oversight and approval on onboarding new contractors to ensure skillset aligns with Amex standards.
- Led the change management efforts during COVID-19 for Atos Syntel to migrate all contractors to WFH with no disruption to daily production.
- Transformed existing bonus capture processes by successfully leveraging and implementing Syntel's Robotics Process automation within STAR to drive 50% reduction in manual reward bonus capture( 2021-2022)
- Collaborated effectively with Marketing, Product, Offer Governance, Technologies and Compliance to launch multi-market projects such as COVID-19 Value Injection in 2020-21.
Business Analyst
GSG Issue Management
04.2015 - 11.2019
- End to end management of OREs and CAPs as Action Plan Owner including timely capture of OREs, and documentation and closure and Corrective Action Plan milestones.
- Partnered with Operations teams and Compliance to gain alignment on Stop Customer Harm, Remediation and Control Enhancement milestones
- Strengthened existing processes by creating more effective quality monitoring and better controls for identified issues by collaborating with Process Control and Quality teams.
Team Leader
CFN Membership Rewards
06.2013 - 04.2015
- Mentored 3 analysts to secure B30 positions in 2014-15
- Provided walkthrough to Auditors as part of periodic reviews conducted by Internal Audit Group
- Created Business Continuity Plan for Membership Rewards.
Customer Care Professional
CEN and CFN
05.2007 - 06.2013
- Call handling for Premium High value customers followed by Membership Rewards Back office case handling.
Education
MBA in Marketing - Marketing
Narsee Monjee Institute of Management Studies
01.2016
Bachelor of Arts (History) with Honors - History
University of Delhi
01.2005
Certification in Internal Audit (New Registration) -
The Institute of Internal Auditors (IIA)
Skills
- Risk Management
- People Management
- Conflict Resolution
- Crisis Response
- Time Management
- Issue Management
- Negotiation & Influencing
- Process Transformation
- Project Management
- Vendor Management
Timeline
Manager
GSG Operational Excellence
08.2021 - Current
Manager
International Card Marketing Solutions (EDDS)
11.2019 - 07.2021
Business Analyst
GSG Issue Management
04.2015 - 11.2019
Team Leader
CFN Membership Rewards
06.2013 - 04.2015
Customer Care Professional
CEN and CFN
05.2007 - 06.2013
MBA in Marketing - Marketing
Narsee Monjee Institute of Management Studies
Bachelor of Arts (History) with Honors - History
University of Delhi
Certification in Internal Audit (New Registration) -
The Institute of Internal Auditors (IIA)
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