Amex Hiring for Project Analyst I at Gurgaon Full Time

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let’s lead the way together.

American Express has embarked on a transformational, multi-year journey to consolidate and upgrade AXP’s global customer service experience for cardmembers, merchants and commercial clients. This position will be part of the Global Account Processing Network Automation Center of Excellence team. We are delivering the next phase of flexible, business-maintainable tools which enable superior customer care and satisfaction for multiple business areas.

As a key member in this organization, the successful candidate will be responsible for the successful development of multiple phases of Robotics Automation capabilities to drive service standardization, reduce defects and allow for a greater focus on servicing by our representatives throughout Global Servicing Group.

Purpose of the Role:

• This role has global scope, working across markets to deliver on the long-term business strategy for Automation using RPA, Optical Character Resolution, Natural Language Processing, Machine Learning, etc.
• The role includes partnership with the GAPN broader team and multiple business group partners. The incumbent will be part of a team of automation analysts and developers in a scrum format and would be actively engaged in creating an optimum solution design for our colleagues.
• The incumbent will be part of an agile team working on automation with responsibility for documentation and communication between all business partners and the rest of the scrum team.

Job Responsibilities:

• Build relationships with the broader team and business partners gaining insight into existing automation and opportunities.
• Analyse processes to understand drivers of business exceptions and identify solutions.
• Prepare documentation of solution e.g. process mapping, action log, status reports, SOPs and detailed exception management practices.
• Deliver robotic process automation reducing business exceptions across all business units within GSG customers.
• Drive process assessments for robotics process automation/automation opportunities.
• Provide mentoring to end users of RPA, OCR, NLP.
• Ensure clear oversight of any change, benefits etc. for Developers, key stakeholders etc.
• Deliver robotic automation projects using Agile Methodology with considerations for reusability, version control, a streamlined release process and ongoing maintenance and production support for a virtual workforce.

Qualifications:

• Experience working with Blue Prism or other robotic process automation capability.
• Background in servicing processes beneficial e.g. Issue Acquirer model; Disputes Processing; Compliance and Governance
• Strong working knowledge of agile methodologies, an ability to coordinate multiple priorities at once and an ability to work in a dynamic, time-critical environment.
• Strong problem-solving skills
• Understanding of SDLC including documentation, testing and project management.
• Background in driving reengineering and in delivering capabilities and technology programs.
• Proven relationship management skills and an ability to influence all levels within the organization.
• Excellent verbal and written communication skills.
• Ability to organize work with little day-to-day direction.
• Sense of urgency, commitment to deadlines and deliverables.
• Proven ability to independently overcome obstacles and resolve complex problems.
• Experience in breaking down organizational barriers and to influence without direct authority.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, 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.