American Express Careers

Director, Global Re-engineering (Network Engineering & Optimization)

Bonifacio Global City, Philippines
Consulting Operations


Job Description

Director, Global Re-engineering (Network Engineering & Optimization)


The Director will lead the implementation of global footprint and servicing strategies that will enable Global Servicing Network to harness the full potential of global scale, attract and retain extraordinary people, and deliver superior service at the right margins that meet the needs of our business partners

Responsibilities

  •  Lead the Program Management Office – candidate will set up the key work streams and clearly outline requirements for each work stream
  • Work closely with Global partners across functions and business units to develop a framework, vision, and roadmap to successfully drive program objectives within stipulated timelines and budget
  • Identify and Implement opportunities to right source and right-channel servicing volume to the locations and channels that can best enable extraordinary customer service at the right margins
  • Lead transition / migration projects on a global basis to determine Process of Arrival servicing strategies based on customer needs
  • Ensure the formulation of a high performing team of project managers which can undertake complex migrations across the voice and back office functions
  • Ensure a strong governance mechanism across receiving and sending centers so that there is visibility at all levels and there is a robust communication mechanism
  • Establish a good mechanism to benchmark and capture learning’s from prior migrations
  • Conduct periodic reviews of existing talent and facilitate employee development through internal and external means

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



Qualifications

  • Seasoned leader with over 15 years of work experience across Information Technology Enablement Services (ITES) BPO function with previous experience of leading Project Management Office for large Transition / Migration initiatives
  • Candidate should have over 5 + years of experience in leading Migrations / Transitions function for Customer service and back office functions
  • Should have excellent understanding business metrics and performance management for customer services and back office processes. Specific to forecasting and capacity planning, Pay for performance, productivity, etc
  • Should have a good understanding of technology infrastructure and set up requirements i.e connectivity, bandwidth, Business Requirements Documents, production environment, etc
  • Ability to think strategically and logically structure and process large amounts of data into meaningful and actionable recommendations
  • Excellent understanding of migration methodology and Six Sigma/Lean Tools and Methodologies
  • Excellent presentation, communication and influencing skills since the role requires PMO governance and change management with senior leaders across the organization
  • Focus on execution and ability to manage through ambiguity and drive performance and change
  • Strong customer focus and a passion for the customer experience
  • Proven track of leading global teams across multiple geographies
  • Strong analytics and ability to proactively identify opportunities and drive results
  • Prior experience with GSN (Global Servicing Network) preferred
  • Prior consulting experience / MBA is a plus

ReqID: 18006603
Schedule (Full-Time/Part-Time): Full-time