• American Express Senior Process Manager Marketing Services Concierge Jobs in Gurgaon,India - 23860105

  • American Express

Job Description:

Why American Express?

- Theres a difference between having a job and making a difference

- American Express has been making a difference in peoples lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards

- We- ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community And when they- re ready to take on a new career path, we- re right there with them, giving them the guidance and momentum into the best future they envision

- Process Manager, Band 30, Marketing Services Concierge, GBS SABE

- Marketing Services Concierge team provides first line of support to marketing users at AXP on 20 + campaign setup & execution products This is a team of customer service-centric individuals with strong understanding of the marketing processes and ability to troubleshoot user issues on Salesforcecom based platform


- Process Manager, Marketing Services Concierge will be responsible for providing advanced support on issues reported by end users, conducting deeper analysis on issues, collaborating with technologies, publishing support metrics, mentoring & leading a team of support analysts

Key Responsibilities include

- Provide guidance to support analysts on issues raised by marketing users, business processes & related activities

- Provide advanced support to marketing users by conducting deeper analysis on issues and providing solutions/recommendations to eliminate recurrence

- Ensure adherence to support teams goals on timeliness, quality and knowledge management

- Conduct support ticket analysis to identify the common issues reported by end users

- Collaborate with business and tech partners by proactively engaging on weekly calls

- Conducting end user trainings & take other initiatives to reduce the number of user enquiries

- Provide marketing process & Salesforcecom technical expertise

- Responsible for the performance and quality of service provided by all team members to the end users

- Responsible for collecting feedback from end users & communicating the same to all team members

- Share, leverage & adopt industry best practices & propose new features & technologies to drive efficiencies & business impact

Working hours 330 PM - 1130 PM


- Excellent leadership & process management skills proven ability to build a strong self-motivated & customer focused team and drive results

- Ability to effectively resolve people issues affecting individual and team performance

- Effective at collaborating across internal and external partners and building relationships

- Ability to proactively anticipate customer needs and identify their specific requirements

- Ability to manage multiple tasks effectively, track the progress & initiate action when work is stalling

- Excellent communication skills with ability to shape conversations to ensure ease & clarity of understanding

- Strong understanding of control & compliance processes for user access

- Exceptional analytical skills with the ability to interpret information and draw insights

- Proven ability to raise productivity levels and sustain performance

- Excellent communication and relationship building skills

- 2+ years Salesforcecom administration experience with ADM 201 certification is mandatory

- Strong understanding of Salesforcecom security settings, Roles, Profiles, Sharing Rules etc with hands on experience of working on tools like Eclipse, Apex data loader and other ETL Tools; Agile understanding

- 5+ years of experience in a business environment or Platform/Production Support

- 2+ years of experience in leading a support team in an SLA driven environment

- 4 year degree in Information Technology or similar background, technical background not mandatory

- Strong English Language skills (both written and verbal)

Job type- Permanent

Industry Type - Technology

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Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 20th Apr 2020

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