• American Express - Manager - Global Transformation & Process Engineering Network Team - Customer Servicing Domain Jobs in Gurgaon,India

  • American Express

Job Description:

American Express is a global services company and the worlds largest card issuer Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading-edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests

Why work for American Express?

American Express for 9th consecutive year has been voted among Indias top 10 workplaces by the Great Place to Work institute In recognition of our consistent performance, we were nominated to the Great Place to Work - Hall of Fame A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers

The Global Transformation and Engineering Network (GTEN) team is responsible for leading high impact transformational projects to enhance the experience, efficiency, and effectiveness of service teams/functions The incumbent will be part of the consumer and commercial servicing process engineering team that provides global coverage to our GSG teams

Primary Responsibilities of this role include

- Drive implementation of large, medium, and small scale projects that improve the experience, efficiency and effectiveness of GSG functions, such as CEN & CSN

- Partner with multiple teams including Operations, Capabilities, and Technologies, among others to develop collaborative approaches while jointly prioritizing and addressing key business opportunities

- Enable tactical delivery of strategic themes including making processes easier, faster, and consistent

- Oversee multiple concurrent high-complexity initiatives and lead the implementation of such initiatives across multiple sites

- Deliver, measure and report the key success metrics/outcomes and review with the leadership by setting up a robust governance structure


- Experience in Project Management, Business Management, or similar background is required

- Creative thinking, including the ability to identify patterns and propose solutions to long-standing business problems, and ability to act as a catalyst for change

- Must be an outstanding analytical thinker and problem solver, comfortable working with data and able to resolve complex problems independently

- Strong written and verbal communication skills combined with an ability to interact effectively with senior leaders and business partners

- Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity and rapid change

- Proven track record of successfully operating in a highly matrix environment and being able to lead and influence without direct authority

Preferred Additional

- Project management, Six Sigma Certification

Critical Factors to Success

- Excellent communication skills both verbal and written

- Must be able to work in 24 hour work environment

- Excellent Data Handling in Excel/ MS-Access

- Data Interpretation, visualization and reporting

- Stakeholder / Client Management

- Proven ability to learn new skills in a technical environment - basic technology background is an added advantage

- Strong flexibility/adaptability to manage multiple tasks within stringent time frames while working with minimal supervision

- A team player should possess the skills to work and support team members

- Prior experience in (VBA, MS Access, SAS, SQL and Tableau) will be helpful

Academic Background

- Bachelors Degree/Masters Degree in Industrial Engineering, Management Science, similar degree or 2+ years related work experience leading project teams

- Minimum 2 years of analytical experience in a Telephone Servicing / Customer Servicing environment

- Excellent communication skills both verbal and written

Behavioral Skills/Capabilities

- Enterprise Leadership Behaviors

- Set The Agenda Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

- Bring Others With You Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

- Do It The Right Way Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage-

Job type- Permanent

Industry Type - Customer Care

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Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 16th Mar 2020

Key Skills:

Company Profile:

Not Mentioned

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