This job has expired, please see additional jobs below
Analyst Operations
American Express
Wrentham, MA, United States
Job Details - this job has expired, please see similar jobs below
American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.
American Express for 9th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”.
At American Express, we serve customers, not transactions. We’re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years.
A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.
Come join us and realize your potential.
Job Description:
The incumbent will be responsible for developing and executing fraud & new accounts operational strategy to maximize effectiveness and production efficiencies by providing business insights. The position is accountable to effectively manage the key production and servicing indicators of Inbound /Outbound and Back-office Fraud and New Accounts Operations with flawless execution of Risk Management policies and procedures.
Key responsibilities include but is not limited to the following:
• Develop and maintain strong relationships with business leaders across the network.
• Ensure appropriate operational controls are in place and maintained on an ongoing basis.
• Ensure that daily volumes are worked in a timely manner, in full compliance with risk management and financial policies and compliance requirements.
• Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency.
• Effectively manage operational issues, concerns, negotiations, performance results and relationships.
• Achieve high levels of employee engagement and motivation.
• Understand drivers of customer experience, and collaborate with Risk Management, Quality and Training departments to develop and execute plans to improve Customer Satisfaction metrics.
This role may be subject to additional background verification checks
Qualifications
Qualification:
• Graduate with relevant experience, preferably in the service Industry.
• Experience in Coaching & Development preferred.
• Good Working Interpersonal and Negotiation Skills
• Ability to effectively influence various levels of management in Lines of Business and Staff Groups.
• Excellent Communication & Relationship Skills. Ability to Demonstrate Flexibility and Resilience In The Face Of Changing Business Requirement.
• Result Oriented Ability to drive change in a highly consensus driven culture.
• Strong team and thought leadership and the ability to innovate.
• Knowledge of the credit card business including knowledge of call Centre management.
• Proven analytical and problem-solving skills alongside proven decision-making and risk management abilities
• Ability In People Handling, Assess Readiness Levels, and The Ability To Apply Appropriate Coaching To Improve The Performance Of The Team
• Rating of G3L2/G2L3 or better for 2017. Leadership rating of 2 or better preferred.
• Existing B30(IC & PL) with a minimum experience of 18 months in current role preferred