American Express Careers

Team Leader, Business Analytics (G13)

To, Japan
Customer Care Operations


Job Description

This position involves high Liaison with Travel and Lifestyle Services Center of Excellence 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 LOBs
 
- 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, RTF, revenue, billing, share of wallet, customer engagement
 
- Enable incentive plan 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
 
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 team

- 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 plans
 
People Management
- Support his/her direct report to achieve goals

- Enable his/her direct report to identify development needs and establish development action plan
 
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
 
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Qualifications

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: 18012450
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 16, 2018, 9:44:38 PM