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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.
Function Description:
Global Servicing Network reinvented the customer and servicing experience globally, by adopting a servicing philosophy which deepens relationships with customers.
Customer Fulfillment Network (CFN) is an integral part of Global Servicing Group (GSG) with over 1,000 employees and is a key servicing component of the larger Global Servicing Group (GSG). CFN offers wide range of services to its Customers, Merchants and Commercial Clients. CFN has a global footprint in 15 Delivery Hubs from where it offers customer service to 24 markets in 12 different languages. Approx. 10 million customer requests are fulfilled every year. CFN plays an important role in companywide efforts to streamline processes, enable digital fulfillment and adhere to market regulations, policies, audit requirements and compliance framework. Performance is a critical component of improving customer experience and metrics such as Service Levels and Case Time Resolution (CTR) play a vital role in enabling a customer-centric organization.
In the context of a complex servicing environment, we need to equip our Customer Care Professionals to be adequately prepared for all Business Change Initiatives (New Products/Product Refreshes, Capabilities, Servicing Strategies, etc.). By establishing & demonstrating strong working relationships with product owners, production leaders, we are able to influence our partners to ensure that CFN’s operational and control needs are accounted for, and that the execution of initiatives and the controls is seamless.
To achieve this end, this role will require integrating business change into Customer Fulfilment Network (CFN) and building the associated Controls, defining vision and strategy, including creation of tactical operating plans and delivery goals.
Job Responsibilities:
- Leading a highly motivated and diverse team to deliver on the critical goals of driving seamless execution on business change, supporting audits and embedding controls.
- Driving Performance – setting clear goals at the team & individual level, while coaching and developing high performing team members to realize their potential in terms of personal & professional growth, quality & throughput of work, and project accountability & leadership
- Effective Relationship Management – ensuring proactive communication with key stakeholders & customers.
- Collaborate with internal and external teams (Capabilities, Automation COE etc.) to identify transformation opportunities and develop execution roadmap.
- Innovating and progressive thinking to enable business growth, along with a strong ability to influence design, strategy, and execution when needed.
- Connect with Business representatives to drive Global Business Integration (GBI) initiatives such as launch of new products/clients or any amendments to existing suite of services that requires seamless change management including updates to critical policies and procedures.
- Proactively anticipating the Control requirements of a process / function and ensuring that they are addressed.
- Lead all aspects of Audit readiness and work closely with Governance teams to ensure efficiency of deployed controls & compliance framework.
- Ensuring that Legal and Regulatory controls are central to everything we do when implementing and driving initiatives in CFN.
- Supporting CFN lines of business in their abilities to drive performance and focus on operations management.
- Drive Customer First, Demand Reduction and Reengineering projects / initiatives
Qualifications:
- 5+ years’ experience within American Express and a deep understanding of GSG.
- Excellent relationship management skills with proven track record to work with executive teams and to influence across the organization, both within and outside of GSG.
- Experience of leading diverse teams in a dynamic matrix environment – solving complex business problems innovatively.
- Ability to demonstrate a strong Growth Mindset to elevate people leadership, through inspiration and motivation of a dynamic/diverse team.
- Distinguished ability to coach and develop employees to enhance potential in performance and leadership.
- Experience collaborating optimally across cultural and organizational boundaries.
- Quantitative, analytical and conceptual thinking skills / experiences with ability to develop an efficient strategy that is both effective and operationally feasible.
- Excellent presentation, communication, and negotiation skills.
- Prior large-scale project / process experience required, with a proven track record to think strategically, yet drive tactical execution through collaborative team efforts.
- This role requires solid understanding of our service & technical structure, plus and an understanding of our digital strategy.
- Proven track record to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change.
- Must possesses an outstanding track record of commitment to values and integrity
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.
