Natasha Anand Joins American Express as VP Global Disputes Servicing to Strengthen Risk Operations

Seasoned payments risk management professional Natasha Anand was appointed Vice President – Global Disputes Servicing at American Express India, tasked with optimising end-to-end dispute resolution across card issuing, merchant acquiring, and digital payments portfolios. Anand’s expertise in fraud prevention, chargeback mitigation, and regulatory compliance positions her to drive Amex’s next-gen risk transformation amid India’s digital payments boom.
With 15+ years spanning Citi, HSBC, and fintechs, Anand specialises in AI-powered disputes intelligence, root-cause analytics, and omnichannel resolution workflows, reducing leakage by 40%. Her mandate emphasises merchant education portals, predictive disputes modelling, and regulatory alignment with RBI’s tokenisation mandates and UPI chargeback frameworks.
Amex India, the firm’s largest global servicing hub, handles 25% enterprise disputes volume, making Gurugram a strategic capability centre. Anand joins amid Amex doubling India headcount to 15,000, investing ₹3,000 crore in tech infra supporting Membership Rewards 2.0 and Platinum Charge expansions.
Anand’s leadership track record includes scaling Citi’s India disputes team 3x while achieving 92% first-contact resolution. She champions data-driven merchant partnerships, reducing false positives by 35% through collaborative analytics.
This appointment reinforces Amex’s India-centric global operations strategy, leveraging local talent for enterprise-scale innovation.