Senior Analyst

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 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.

Lead Collections Operations for Bangalore and out locations markets by managing the outside agency partner network.
Work very closely with the outside agency to ensure effective implementation of defined collections strategy.
Provide feedback to management to improve strategy and governance customized to the local market of operation.

Purpose of the Role:

Manage a team of Collection field executives by working extremely closely with the Agency management.
Institute enhanced collections infrastructure, capability, and governance.
Improve Collection efficiency.

Responsibilities:

-Ensure attainment of key business metrics (Roll rates, Recovery) by identifying issues / trends and take appropriate action to solve for them.

-Participate in strategic planning and decision making with the local leadership team.

-Partner With agencies to Identify Opportunities/Root Cause, Deliver and Monitor Solutions to Improve Overall Performance through analysis on effectiveness of collections, KPI and collector level effectiveness Prepare and Maintain Monthly Scorecards for Self and The Team.

-Ensuring Adherence of All Operations Processes as Per Compliance Requirements. Ensure All Customer Escalations in Local Market Are Managed End to End in Consultation with ECU and GCO Office And Senior Management.

-Ensure Preparation and Submission of Engagement Documents.

Critical Factors to Success:

- Result Oriented

- Self-directed with strong interest in the collection business and passionate in driving business results

- Strong thought leadership with ability to incorporate analytical & operational aspects to design & implement innovative solutions to drive performance.

- Sound knowledge of company’s products, policies, and operations systems & processes. Proven ability to successfully multitask and constantly juggle priorities.

- Ability To Partner and Influence Vendors, Peers and Management Excellent Verbal and Written Communication Skills.

Qualifications:

- Minimum Of 5 Years Work Experience in Collections and agency management

- Knowledge of Domestic Market Collections

- Experience in Field Collections

Academic Background: Any Graduate

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

Minimum Qualifications:

Qualifications - Internal American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected 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.

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.