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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 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 Services Group (GSG) brings together the company’s external and internal servicing functions, and includes the below world-class organizations:

Global Servicing Network, which provides exceptional care to our external customers, and Global Business Services, which provides many of the vital internal services that make American Express run efficiently.

Emerging as the Enterprise Sales Operations & Business Enablement utility, SABE drives standardization & agility for the organization. Sales Operations includes Pre-sales, acquisition & Account Management while Business Enablement includes Marketing, Platform & Capabilities .

Enterprise Data Platform (EDP) team in SABE will be responsible for providing centralized servicing & product operations for enterprise big data platform Cornerstone as well as new generation big data platform Lumi and other products ( nVision, Hyperdrive, Sisense, Qalibrate, Power BI) and ensure timely resolution to queries raised by Enterprise users, driving & governing core platform functions while working closely with the EDP Product owners.

Purpose: Drive Servicing/Product Operations in SABE to support critical business priorities.

Responsibilities:

Product Management & Operations -

• End to end ownership for data onboarding while collaborating with multiple stakeholder and teams to deliver on business value

• Identify data gaps in the onboarded tables through validation and collaborate with Prod Support team in resolving the gaps by thereby enhancing the quality of data

• Formulate and communicate strategies in a clear and compelling way

• Demonstrate agility in supporting deliverables from the Product team

• Manage customer expectations including scope, schedule, changes, and problem resolution

• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings

• Create effective operational reporting and insights to support decision making

• Support and mentor team in effective decision making as necessary

• Involvement beyond core responsibilities demonstrating leadership behaviors

Servicing

• Manage and enhance servicing experience for end customers for data related incidents through high quality resolutions & strong process adherence i.e. governance, reporting, escalation

• Take appropriate action to close feedback loop by recommending solutions to unstructured challenges via correct channels

• Identify and document best practice guidelines to build knowledge within team and reduce the overall product issues

• Be the Subject matter expert of the platform/product

• Ideate & innovate on customer self-serving products/capabilities and drive change management

• Support and mentor team in effective decision making as necessary

• Involvement beyond core responsibilities demonstrating leadership behaviors

Critical Factors to Success (Outcome Driven):

Business Outcomes:

• Ideate and drive critical business transformations

• Identify relevant trends and improvement areas in data products

• Lead validation of data product

• Drive Customer satisfaction metrics

• Manage & Deliver on time

Leadership Outcomes:

• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders

• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings

• Demonstrate learning agility, make decisions quickly and with the highest level of integrity

Past Experience

Minimum 5-8 Years of experience in Data Analysis & Data Management or Servicing with strong knowledge of Amex Systems

Hive, SQL, Python, ServiceNow

P referred: Experience in Payments/Financial Sector and roles across multiple business units. Experience in Tableau

Academic Background

Bachelors in Engineering or related fields

Qualifications

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.

Job: Operations

Primary Location: India-Haryana-Gurugram

Schedule Full-time

Req ID: 24017237