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Function Description: (dedicated servicing specialist)
The Outsourced Program Administrator (OPA) roles provides incumbents with an excellent opportunity to work within the Commercial Client segment with a combination of relationship management and operational activity.
Purpose of the role:
The concept behind the role is outsourcing the Program Administrator’s and or Authorized Signatory functions to American Express; driving entrenchment and value of AXP Corporate program. OPA works alongside and support the Account Management team in retaining the existing relationship with a dedicated Global Account through best-in-class service. In addition to Operational support the role also involves providing financial analysis & project management/support for client’s Regional & Global Commercial Program. In this role, the person will be required to provide end to end operational support - own, resolve and action servicing queries.
Responsibilities may include but not limited to:
•Responsibilities may change in accordance with client requirement and contract
•Manage corporate program (T&E, BTA, P-Card, VPayment, B2B etc.)
•~50% scorecard is driven by client metrics
•Provide administrative support and consultation in partnership with Account Manager example: limit, hierarchy reviews.
•Implement and support operational process improvements in coordination with client and account development team
•Authorized Signatory and centralized point of contact for new applications including urgent card requests
•Manage/Improve contract performance: Card cancellation & reinstatement, cash access, credit losses reduction,
spend increase on cards, debt management, credit limit update etc.
•Audit controls example: cancellations, employee data reviews administration accesses.
•Employee id number maintenance between client and American Express system
•Supporting maintenance of regional reference documents and client intranet sites
•Escalation support for the client & account management team
•Work with client’s finance organization to support any reporting or data-pull requirements for their automated expense reporting.
•Reconciliations of Expenses & upload these into the ERP system
•Card account reconciliation (CAR) expertise for Meeting & P- cards
Critical factors to success but not limited to:
• Favorable feedback from stakeholders including leadership.
• Positive Client Net Promotor Score
• Drive performance matrix for internal and external stake holder
Past Experience:
•PA Servicing/In-depth corporate card servicing experience is MANDATORY
Functional and technical skills/capabilities may be required but not limited to:
•Experience and strong knowledge of American Express Corporate Card products in proprietary
and partner bank markets including JAPA/EMEA/US/LAC
•Strong knowledge of Commercial product functionalities and processes
•Previous client management experience.
•Technical and operational background on corporate services - with proven track record
•Strong organizational and prioritization skills is critical
•Build relationships with decision makers and influencers with the client.
Adopting a consultative approach when defining best solutions for Client.
Knowledge of platforms may be required but not limited to:
•Knowledge and experience of American Express systems such as GlobeStar, MYSU, COCAS, @work, SFDC etc.
•In-depth working knowledge of the above American Express systems – prior experience in financial adjustment queries,
@Wrk reporting – knowledge of types of reports and their uses for the client.
•Knowledge about Delinquency Management and its benefits for the client.
•Strong MS Excel and PowerPoint skills; ability to analyse data, present inferences and recommendations to stakeholders
•Reconciliations of Expenses & upload these into the ERP system
•Card account reconciliation (CAR) expertise for Meeting & P- cards
Behavioural skills/capabilities required but not limited to:
•High motivation and resilience levels, with proven track record to work both independently
and partner across mult