• American Express - Manager - Projects & Partnership - Travel & Lifestyle Business Jobs in Gurgaon,India

  • American Express
  • Save Job
  • 7 - 8 Years
  • Posted : above 1 month

Job Description:

Function Description

American Express India Business focus on providing payment solutions to our customers by delivering high quality and world class product and services We make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services through innovative payment, travel and expense management solutions

Purpose of the Role

Provide best in class service & customized solutions to High network individuals (HNIs)/Centurion cardholders through lateral thinking and excellent knowledge of travel & lifestyle choices


Project Management

1 To lead and manage projects for Travel & Lifestyle India

2 Create and own the process improvement document and ensure periodic review based on changing market needs

3 Drive projects (own them) by keeping concerned people on the track

4 Study the business and help develop strategies for planning ahead

5 Review the various processes in Service Delivery and ensure that corrective actions are taken which are measurable

6 Ensure that all process improvement are whetted by service delivery / team leaders

7 Ensure that documents once reviewed are distributed to all frontline TCs on a timely basis and health checks conducted to ensure compliance

8 Create project plans detailing project milestones, the relevant tasks associated with each milestone, timelines and task owners

9 Manage project plans throughout their lifecycle ensuring project owners meet assigned task due date and escalate issues where appropriate

10 Ensure project remains on critical path

11 Conduct regular meetings with key project stakeholders to provide progress & risk updates

12 Working with GNICS / TLS head to strategize and implement deliverables

13 Ensuring project task owners deliver completed tasks on schedule

14 Collaborate with and supervise all Mid & Back office relationships for TLS India Manage all reconciliation & backend processes

American Express Travel Online (ATO) & Vendor Management ATO

1 Optimize Online servicing team knowledge/training opportunities ensuring servicing teams can self-resolve or escalate corrective action as per policy

2 Liaise with Central teams to manage International ATO - Tech challenges, Content management etc

3 Liaise with local GNICS team to manage domestic ATO along with partner management for Cleartrip

4 Gathering and leveraging ATO traffic, RTF, Travel Credit and booking performance to inform on strategic development of site capabilities Create and champion local ATO capability - wish list- accordingly

5 Sharing local site performance insights across stakeholders and inform front line teams of capability updates

6 Supporting Team Leader with local operational servicing strategy including procedures and reports

7 Representing TLS as lead on relevant PCS product initiatives, assisting with scope definition and delivery of ATO workstreams

8 Assisting with the implementation of product and content for ATO

9 Stakeholder Relationship Management (Internal TLS Local and Central + Amex Enterprise)

10 Project Management and Coordination New Benefit and Capability Enhancements + leading local site testing

11 Identify and recommend opportunities for Automation, Updating product(s) processes

Vendor Management

1 Work closely with GSM team for onboarding of partners

2 Execute Ongoing Oversight of Third-Parties, per the risk, compliance, and performance management requirements

3 The TRM will develop, maintain, and execute Termination Plans, as specified in the relevant TLM procedures Upon termination, the TRM is responsible for ensuring that the Third-Party Exit and System Decommissioning Guidelines are followed

4 Review of the Third-Partys compliance program, policies, procedures, training, and control assessment reports [including self-assessment reports, audit reports, or reports issued per Statement on Standards for Attestation Engagements No 16 (SSAE 16), Reporting on Controls at a Service Organization, or equivalent]

5 Assessment of Third-Party staff credentials, experience, and qualifications, review of incentive compensation arrangements (if applicable), independent quality certification, customer recommendations, industry awards, and past performance

6 Testing and validation of the Third-Partys transactional controls, monitoring of customer complaints (and processes to address and resolve complaints), and supporting Third-Party Security Management (including onsite) reviews, if applicable

Business Unit leaders will (1) determine the need for operational on-site reviews where appropriate or if there are known operational risk events such as increased customer complaints, compromised transactional controls (related to privacy, compliance, business continuity, etc), identified risks in audit (or equivalent) reports, severe degradation of services, or serious breach of service obligations, and (2) close gaps pertaining to the above areas and report the status within the Ongoing Oversight Performance Management Questionnaires (PMQs) In certain cases, an action to close gaps could include the termination of the Third-Party Relationship

7 Ongoing Oversight will be executed by Business Unit leaders and TRMs commensurate with the risk of the relationship

8 PRSA for all partners & TLS processes

9 Accurate & timely completion of all PRSAs

10 Work with third party vendors to ensure compliance with Amex procedures & policies

Partnership & Benefits

1 Deliver and drive advocacy for superior travel and lifestyle benefits by INDIAs Platinum & Centurion Card-members

2 Engage in negotiations, management and review of key suppliers that align with the International Travel & Lifestyle Product strategy and local opportunities

3 On-board Air, Lodging, Tour, Car Rental partners after successful negotiation and contracting

4 Extend support to Travel & Lifestyle Services operations for ease of sell-in and frontline operations product awareness

5 Work closely with the local Product & Marketing colleagues (GNICS) to promote the travel offering most effectively through communication channels

6 Drive exceptional travel value to GNICS- most prestigious and high spending Card-members, whilst optimizing financial returns for American Express

7 Manage and review partnerships contracted through the Central framework to meet local travel requirements for the INDIA Card-members

8 Develop and execute data-driven strategies to support GNICS INDIA Product card acquisition and retention goals, meeting aggressive growth and CM engagement targets agreed with GNICS

9 Align with GNICS INDIA Product Management responsible for developing, enhancing, negotiating and tracking travel benefits core to the Card value proposition

10 Actively manage travel benefit/product partnerships and contribute to proposals that yield strong shareholder returns (through rigorous evaluation of TLS sales/profitability metrics, GNICS charge volume data, Share of Wallet analysis and market knowledge)

11 Ensure local representation of travel and lifestyle benefits that fit with and optimize the International strategic framework for premium travel products and services

12 Work with the senior leadership in TLS JAPA, the incumbent will define and execute a focused premium travel product strategy Work with INDIA AXP stakeholders and other Business Units such as GNICS, GCG/GMS and GSR to ensure differentiation from our competition

13 Serve as market liaison and representation for INDIA in working closely with colleagues in other markets / regions (EMEA, LACC, JAPA, and the US)

14 Work closely with our Partners in ongoing Consultant awareness sessions on a periodic basis

15 Ensure strict adherence to control and compliance requirements

Agent Engagement

1 Provide preferred partner business support to the market

2 The coordinator will support numerous business activities undertaken, linking in with colleagues and peers across TLS Globally as well as interacting with key business partners, providing logistical, clerical and organizational support for numerous activities, including

3 Coordination and execution of the local Supplier and Agent Engagement activities within the market, covering FAM Trips, Supplier Showcases, Call Centre visits, Partner site visits, in line global supplier engagement strategy

4 Close partnership with the Global TLS Communications and Strategic Partnerships teams

5 Organization of Product Learning and Development Days, supporting quarterly Employee Town Halls, working to tight timelines and meeting business regulatory requirements at all times

6 Supporting employee engagement initiatives with a focus to drive business goals (RTF, CST reduction)

7 Deployment of market-based communications aligned to global communications and supplier engagement strategy

8 Providing day to day operational support to maintain the efficiency and effectiveness of the market

Critical Factors to Success

Business Outcomes

- Accurate & timely completion of all PRSAs

- Work with third party vendors to ensure compliance with Amex procedures & policies

- Enhance ATO experience / journey for the card member


Past Experience

- 7-8 years of Experience with,

- Partner management, project management & Vendor management preferred

Academic Background Post-Graduation

Functional Skills/Capabilities

- Knowledge & understanding of TLS business - products, services & value propositions

- Multi-tasking

- Time Management

- Workload Management


- Knowledge of GDS

- Problem solving skill

- Supplier product knowledge

- Travel knowledge

Knowledge of Platforms MS office suits (Excel, Word, Powerpoint, Access)

Preferred GDS Platforms Amadeus, Sabre

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 - Travel

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Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 07th Jan 2020

Key Skills:

Company Profile:

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