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Description

Senior Service Delivery Manager - Call Centre Liaison

You Lead the Way. We’ve Got Your Back.

#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023

#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023

#10th in Fortune Magazine’s 2023 World’s Most Admired Companies

#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

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.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.

How will you make an impact in this role?

Digital Workplace-Site Services is a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

We have an exciting open role in Manila for a Senior Service Delivery Manager who will be a single point of contact between Technology and Global Services Group (GSG). The Senior SDM will manage the relationship with the Business and collaborate cross-functionally with other stakeholder teams (e.g., SRE, Product Managers, etc.) to identify and resolve issues impacting the Call Centre Professionals (CCPs). This role is dedicated to supporting our Call Centre colleagues and will be accountable for incident & problem tracking, escalations, trend analysis & reporting, training & education.

Being an experienced Service Delivery Manager, they will be responsible to drive meetings with GSG, track all aspects of CCP downtime, provide incident trend analysis reports, document best practices and colleague education opportunities.

Key Responsibilities:

• Build & manage the relationships between Technology and GSG

• Meet with key colleague stakeholders and be the conduit for Technology

• Provide management and day-to-day technical support or consultation

• Identify areas of improvement to decrease incident mean time to restore

• Collaborate and create synergy with the Senior SDM Liaison peers globally

• Recommend corrective actions to support high systems availability

• Collaborate with Site Service SDMs on education opportunities for GSG colleagues

Qualifications

Minimum Qualifications:

• At least 5-10 years’ experience in program delivery or project management

• Strong technical aptitude, and ability to learn new systems and tools quickly

• Capability of identifying risks, developing mitigation strategies, and facilitating resolutions

• Documentation skills; understanding and contributing to technical documentation

• Ability to collaborate across teams, build relationships and influence others

• Skilled in technical problem solving and issue-resolution

• High attention to detail in a deadline-driven work environment

• Capacity to coordinate change in a dynamic environment

• Strong verbal and written communication skills with demonstrated experience engaging cross-functional stakeholders and business partners

• Ability to filter and tailor relevant information to different audiences such as engineers, business owners and application support teams

• Self-motivated and proactive

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

• Must have at least 25 mbps internet connection plan / speed

• Must have a private & quiet area to work at home

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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 work arrangements and schedules with hybrid and virtual options with Amex Flex

• 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

This role is not open to visa sponsorship according to business requirements.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express

Job: Technology

Primary Location: Philippines-PHL-Taguig City

Schedule Full-time

Req ID: 24010587