Manager - CFN GBIT - #964329

Job Description

You Lead the Way. We've Got Your Back.

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 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.

Overview: Customer Fulfillment Network (CFN) offers wide range of services to its Customers, Merchants and Commercial Clients .CFN has a global footprint in 15 Delivery Hub's from where it offers customer service to 24 markets in multiple languages. Approx. 20 million customer requests and transactions are fulfilled every year. CFN plays a critical role in companywide efforts to streamline processes, enable digital fulfillment and adhere to market regulations, policies, audit requirements and compliance framework.

Role Description: As CFN 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 payments landscape. This position will be responsible for enabling Communication & transformation framework, by leveraging and coordinating with cross-functional leaders, with deep focus on Process Standardization and Customer First.

Key Responsibilities Include:

. Project Management, MIS Support and Data Analysis for CFN

. Engage with CLIC Capabilities, and work on key Transformational projects.

. Lead the planning and management of a diverse set of initiatives that result in achievement of sustainable, transformational goals.

. Ownership of key workstreams - Automation to track and improve our customer engagement and operational activities and fostering a spirit of collaboration across teams.

. Relationship leadership, including ability to develop strong working relationships with business partners across AXP and oversee the development and execution of a portfolio of initiatives especially in the Communication workstream.

Qualifications:

• Exposure towards Project Management, MIS capabilities and data analysis framework
• Must possesses an exceptional track record of commitment to integrity and service
• Focus on the customer demonstrate desire to understand and solve for customer needs and pain points.
• Exposure & experience in Consumer, Merchant & Commercial Services

.Excellent communication skills - both written and oral, with experience leading discussions with Senior Leaders where decisions need to be made based on the facts presented.

.Good relationship management and collaboration skills with the ability to influence others, both internally and externally, across many geographies

• Strategic thought leader with the ability to work through unstructured problems and develop clear action plans.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and Blue Box Values

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

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.