Project Analyst II

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The role is with Global Business Integration & Transformation – CFN (GBIT) to provide support to Customer Fulfilment Network (CFN) which is a 1500+ people strong organization in Global Consumer Servicing and Fulfilment (GCSF). 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 fulfilment and adhere to market regulations, policies, audit requirements and compliance framework.

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.

This is a global role and will have the following Responsibilities:

• Develop detailed project plan, timelines, and facilitate team collaboration and problem solving
• Regularly provide project updates (timelines, breakthroughs, risks, and performance metrics) to all stakeholders
• Participate in cross-functional teams to develop and deliver business requirements for technology solutions
• Serve as a point of contact person to support internal IAG audits, external PwC audits, and regulatory/bank Exams
•  Act as the lead for critical initiatives and leadership updates
• 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.

This role may be subject to additional background verification checks.

Qualifications

• Sound process knowledge of CFN processes 
• Must have strong project management skills and should have prior experience in leading a project E2E.
• Proven ability to handle multiple priorities with effective project management and work allocation 
• Experience in supporting Audits, Exams, Risk events preferred
• Proven ability to build and leverage relationships, strong presentation and communication skills and ability to communicate effectively with multiple levels across the organization 
• Bachelor’s degree or equivalent work experience

Shift Timings- 24*7 environment

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.