American Express Careers

Project Manager for Value Generation

Bonifacio Global City, Philippines
Consulting Operations


Job Description

Our award-winning Customer Care organization delivers phone support to millions of customers, deepening relationships while efficiently finding creative solutions to meet customers’ needs. Our unique servicing philosophy creates an opportunity to deliver value to our customers while deepening relationships with our company. Value Generation focuses on identifying a Card Member’s true need for a lending product and making a relevant offer based on that need, and has remained a key area of focus and priority for the Customer Engagement Network (“CEN”). Partnerships with Marketing and WSLN, among others, have raised our Value Generation efforts to new highs. This position will lead the day-to-day program in the US market including driving results in Manila Partner Sites.

 

Key Responsibilities: 

  • Project Manager deliver first point of contact support for Site leadership; provide subject matter expertise in Value Generation capabilities, processes, and drivers
  • Craft network- specific strategies to drive performance in Value Generation; create, improve and develop action plans and oversee strategic initiatives
  • Provide thought leadership to identify, evaluate and manage potential risks and drive solutions for improvement- identify and respond to challenges (e.g., learning concepts, Compliance) by creating and implementing solutions at the network level in a timely manner
  • Facilitate group learning through content creation and delivery of training content. Develop clear, straightforward plans that stimulate the team to reach their full potential.
  • Report on progress and results via regular leadership reviews- link metrics to coaching behaviors and proposed solutions.
  • Support Site leadership in providing effective issue management tracking and resolution; coaching and performance management (e.g., improvement programs, skilling moves); provide subject matter expertise in goals and incentive programs  
  • Coordinate site level communication and draft key content; ensure Network communications are cascaded appropriately at the network level
  • Liaise with key contacts in other functional areas, sharing best practices across Sites, and develop and lead a high performing program
  • Collect, validate and report on technical issues; ensure reporting is accurate and reliable.

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


Qualifications

Our award-winning Customer Care organization delivers phone support to millions of customers, deepening relationships while efficiently finding creative solutions to meet customers’ needs. Our unique servicing philosophy creates an opportunity to deliver value to our customers while deepening relationships with our company. Value Generation focuses on identifying a Card Member’s true need for a lending product and making a relevant offer based on that need, and has remained a key area of focus and priority for the Customer Engagement Network (“CEN”). Partnerships with Marketing and WSLN, among others, have raised our Value Generation efforts to new highs. This position will lead the day-to-day program in the US market including driving results in Manila Partner Sites.

 

Key Responsibilities: 

  • Project Manager deliver first point of contact support for Site leadership; provide subject matter expertise in Value Generation capabilities, processes, and drivers
  • Craft network- specific strategies to drive performance in Value Generation; create, improve and develop action plans and oversee strategic initiatives
  • Provide thought leadership to identify, evaluate and manage potential risks and drive solutions for improvement- identify and respond to challenges (e.g., learning concepts, Compliance) by creating and implementing solutions at the network level in a timely manner
  • Facilitate group learning through content creation and delivery of training content. Develop clear, straightforward plans that stimulate the team to reach their full potential.
  • Report on progress and results via regular leadership reviews- link metrics to coaching behaviors and proposed solutions.
  • Support Site leadership in providing effective issue management tracking and resolution; coaching and performance management (e.g., improvement programs, skilling moves); provide subject matter expertise in goals and incentive programs  
  • Coordinate site level communication and draft key content; ensure Network communications are cascaded appropriately at the network level
  • Liaise with key contacts in other functional areas, sharing best practices across Sites, and develop and lead a high performing program
  • Collect, validate and report on technical issues; ensure reporting is accurate and reliable.

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




ReqID: 18007709
Schedule (Full-Time/Part-Time): Full-time