Amex Hiring for Manager at Gurgaon, Haryana, India Full Time

Job Description

You Lead the Way. We’ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Function Description:

Global Servicing Group (GSG) delivers outstanding customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections and fraud services. Disputes, as a business function, seeks to deliver the world’s best customer experience every day by resolving Card Members & Merchants disputes effectively. We service over 300,000+ customers every month with outstanding customer experience. As disputes product continues to evolve and grow its servicing landscape, Digitization & Automation of back-office processes is becoming more critical as it directly impacts customer experience in a highly competitive servicing landscape. This position will be responsible for enabling positive change to framework, by coordinating with cross-functional leaders in Capabilities, Digital, Technologies, SS&T and Process Excellence teams. The role includes developing and deploying a strategic framework for Disputes, with deep focus on Process Standardization and Customer First, further enabling Automation and Digital Fulfillment. Also, includes large-scale change management, requirement gathering, prioritization, benefit assessment & operational readiness.

Purpose of the role:

The selected leader will work closely with Senior leadership, Operations Leaders, Product Owners & Product Champions to analyze evolving dispute trends, provide business intelligence, drive insights to bridge thoughtful strategy, detailed planning, and disciplined execution to produce balanced results that meet & exceed customer expectations. The role requires understanding of the dispute strategy, process data and an analytical bent of mind.

:

• This position will be part of the GBI CODES (Disputes), will be based out of the American Express Service – India (AESC-I). This position requires strong eye for business, strong inter-personal skills, and ability to effectively interact with Business Leaders.
• The successful candidate will be required to provide insights through analytics to drive improved margins, process / platform enhancements, policy improvements, REE, and customer satisfaction.
• Develop global reporting capabilities by introducing common definitions, consistency of reporting and consolidation of metrics.
• Provide thought leadership & execution excellence for key re-engineering initiatives across the CEN Disputes
• Be the central POC for information expertise, available data; key Operational and Financial Metrics, along with ad hoc reporting/analytics for the Global Servicing Operations
• Support large scale, cross functional projects, new products, policies, and platforms by providing insights, analysis and cost benefits
• Support data requirements and analytics for issue management, process control and governance
• Drive and improve existing models of frequent disputer program, Smart controls and robotics
• Apply basic statistical and/or quantitative techniques to solve business problems
• Discover valuable business insights and communicating them effectively to the business partners and senior leadership – manage executive presentations and support BURs and SLT updates.

• Bachelor’s Degree in Engineering or Quant fields. MBA preferred
• Prior Experience in managing MIS, Business intelligence, Analytics, reporting and Database management
• Minimum 7 years’ experience, with 3-4 years in financial analysis/ MIS/ decision support role, with proven track record to prioritize and get results.
• A high degree of flexibility to senior management’s requests for special projects and analysis and ability to work flexi shifts.
• Strong strategic thinking and analytical skills with the ability to balance multiple priorities simultaneously while setting and meeting expectations. Good business sense, self-motivated and flexible.
• Excellent verbal, written and interpersonal communication skills. Should be able to collaborate effectively with different business partners to drive results
• Should display strong problem-solving skills, sound thought leadership and ability to work in a fast-paced environment and on aggressive timelines.
• GSN process expertise & software/ system knowledge (SQL, SAS, etc.) will be added advantage.
• Excellent solid understanding of Microsoft Office (Excel, Word, and PowerPoint) is critical.
• Knowledge of AXP products, key functions and competitive environment/industry trends will be added advantage.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.