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Platform Development Manager / (BPM) Business Rules

Sunrise, Florida; Phoenix, Arizona

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Job Description

This role is part of the Global Servicing Network Capabilities Centre of Excellence, who lead the investment/strategic planning, design and deployment of the various software and hardware products used internally by our Customer Care Professionals and Specialists to provide superior service and account management, as well as digital products used by our customers to achieve their goals with their American Express product.
This role will own end-to end system workflows, including business defined rules, for a new External Late Stage Collections POA platform. The successful candidate will work closely with the Product Owners, Technology, Partner Management and other key stakeholders. The new platform aims to replace existing legacy systems (RMS, DM9 and manual processes), drastically improve our existing collections capabilities, and seamlessly integrate with upstream credit processes. This initiative begins in 2018, and is expected to be a three to five year program, with high levels of investment and prioritisation across GSN and Risk Management. This initiative is part of a program that is one of the top three Big Bets for GSN, and very important for our company.
This Business Process Manager will be responsible for defining and designing business process workflows in the new system, understanding the overall business objectives and translating in to efficient and well thought-out workflows, business rules, decision tables and decision trees as required. As the new platform develops, this role will have ongoing ownership of the workflow and rules, working with stakeholders to design and implement business changes.
This Business Process Manager will also manage a team of systems analysts to drive process and rule changes on both POD and POA platforms, ensuring SLAs are met, assessing and designing solutions, identifying issues and risks, and delivering key change initiatives. The person in this role will enable product development and market enablement, partnering closely with Technologies, Risk Management and Business Stakeholders.
 Lead the business process design, including business maintainable rules, for the new platform.
  • Take ownership of business rules on the POD platforms (including RMS and DM9).
  • Maintain the business processes and business rules as required by strategy.
  • Develop global processes and rules and deploy and modify for each locality.
  • Automate existing manual processes and strategies into new the processes and rules
  • Lead, manage and develop team of three B30 system/business rule analyst
  • Work with central and local market cross-functional teams to ensure processes meet market needs and adhere to local regulatory, compliance and risk requirements.
  • Obtain feedback on the processes and rules to iterate and drive improvements in future releases


  • 5+ years of great leadership that can inspire and coach their team to performance excellence in deploying solutions across Late Stage Collections preferred
  • Deep knowledge of Business Rules and Business Process Management (BPM) and proven ability to create solutions from the ground up.
  • Logical and organized thinker, with ability to understand complex business problems.
  • Enthusiasm for smart system design, and creativity and insight to create efficient process and rule solutions  
  • Curiosity and hunger to know how things work and ability to use that knowledge to find enhancement opportunities
  • Understanding of American Express tech and product development processe 
  • Recognize issues quickly and determine how to go about getting resolution
  • Detailed oriented, able to identify key questions, make process decisions and determine how pieces of the puzzle interact and impact the overall project
  • Highly organized, taking individual initiative and accountability for getting results
  • Excellent communication skills with ability to engage, influence and inspire partners to drive collaboration and alignment 
  • Good grasp of various iterative methodologies: Agile, SAFe, Scrum, XP.
  • Must have knowledge of SQL, Drools, Pega Rules Process Commander (PRPC), WinARES, Unix, or similar. 

ReqID: 18002008
Schedule (Full-Time/Part-Time): Full-time
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