American Express Careers

Team Leader, Business Analytics (Call Center)

To, Japan
Customer Care Operations

Job Description

1. Position Summary

 ●This position involves high liaison with Travel & Lifestyle Service Center Of Excellences and Global Network and International Consumer Services stakeholders and is responsible for:
- Planning, Implementation and execution of TLS Business efficiency improvement initiatives to maximize marginal contribution with involvement with all stakeholders across Line Of Businesses
- Reporting BAU performance to enable TLS Japan management to achieve their scorecard and to support triggering day-to-day action plan
- Identify opportunity for improvement and support building business case for strategies by analyzing data
 - Areas of focus includes efficiency, Recommend To Friend, revenue, billing, share of wallet, customer engagement

 - Enable incentives, etc.,  for TLS Japan employees by close liaison with TLS COEs

 - Support Manager to ensure TLS Financial statements are appropriately reflected with timely manner by closely working with Back Office in India & TLS Finance

- People Leader of a small non-operational team

 2. Principal Accountability

Project Management

- Develop and implement regional projects for both offline and online platforms to meet business objectives and improve TLS KPI by closely working with Operation Leaders


- Proactively identify operational opportunities & gaps by conducting data analysis and engage Senior Leaders to strengthen alignments and to obtain necessary supports


- Take accountability for designing, monitoring and reporting on project milestones, deliverables and status updates to as a Project Manager

BAU Reporting

- Report in timely manner BAU performance metrics that are tied to TLS Japan scorecard, by close liaison with TLS COEs and GNICS stakeholders


- Prepare materials to present performance metrics for BUR to TLS management and TLS global leadership tea


- Identify x(s), i.e. leading indicator(s), of TLS performance metrics and report to call for timely day-to-day actions.


Opportunity Identification

- Establish hypothesis via strong partnership with TLS Japan management team and GNET

- Obtain data via TLS-owned systems, TLS COEs, and GNICS and analyze to validate the hypothesis

- Support TLS Japan management to establish a business case to present to Senior management team

- Verify impact of the actions by monitoring performance data and feed in to BAU reporting as necessary

- Enabling TLS Performance initiatives including P4P and PIP

- Support TLS Japan Operation Management in Incentive and P4P process as well as PIP

People Management

- Support his/her direct report to achieve goals

- Enable his/her direct report to identify development needs and establish development action plan


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



1.Critical Challenges

• Proactively influence Operation Leaders to provide certain supports to drive own initiatives

• Understanding the connection between data and actual TLS operations and Customer Behavior

• Providing flexibility and relevant prioritization to meet various needs of leaders and business partner


2.Unique Knowledge & Skills

• Strong analytic skill and knowledge on data source

• Ability to influence large and diverse teams to achieve project deadlines/outcomes

• Ability to accurately interpret and process information

• Ability to research and seek out the relevant information

• Ability to establish logical business case using analytical outcome

• Ability to present with appropriate speech to the audience

• Experience in managing multiple priorities under tight deadlines

• Strong communication skills with fluency both Japanese and English are essential


ReqID: 18003166
Schedule (Full-Time/Part-Time): Full-time