American Express Careers

Director - Global Business Integration

Bonifacio Global City, Philippines
Customer Care Operations


Job Description

The American Express mission is to be the world’s most respected service brand.  Global Servicing Network (GSN) plays a central role in helping the company achieve that vision, with an interconnected team of nearly 30,000 employees and partners operating in 22 markets around the world, all focused on serving our customers and shareholders.  The Customer Engagement Network (CEN) is the largest customer-facing organization in GSN, delivering superior customer care to Card Members across the proprietary business. The role of integrating business change into CEN is performed by the Global Business Integration team (GBI). In addition, the GBI Team also champions accurate and transparent customer facing marketing material and partners with CEN, Operational Excellence, US and International Consumer teams and others to identify and resolve defects that are driving bad demand into CEN.


In the context of a complex and real-time servicing environment, we need to ensure that our Customer Care Professionals are adequately prepared for all Business-Driven Change Initiatives (New Products/Product Refreshes, Capabilities, Servicing Strategies, etc) and that communications reinforce our commitment to Relationship Care® in every interaction. Our team’s core purpose is to enable our Customer Engagement Network to deliver extraordinary Customer Care Profressional & Customer outcomes through effective Change Management and Relationship Care®.  In this unique position you will be enabling business growth through effective collaboration with our Line of Business partners as well as utilising your broad operational knowledge to ensure flawless execution and delivery of business driven change across our US and International Servicing Centres.


The Director of Global Business Integration will manage the relationship with key business partners (US and International markets) in order to help define, support and execute our servicing experience and will be the key lead on a number of business priorities.  The successful candidate will combine in-depth knowledge of Consumer needs, competitor activity and internal operations to guide solutions that drive the optimal customer experience and drive business growth. This is a fantastic opportunity for those who value customer experience and who possess the passion to problem solve, think outside the box, and articulate impacts and trade-offs throughout the project management lifecycle.  This is also a people leadership role with Direct leadership of 2+ employees and responsibility to lead a geographically dispersed team of ~10 project resources.

 
JOB RESPONSIBILITIES

  • Enabling effective resolution of issues as needed through effective collaboration and partnership
  • Collaborate with our key business partners on the customer experience and servicing strategies related to New Product Development, Product Design, Benefit Changes etc, mapping the customer experience through E2E servicing journeys, ensuring channel consistency and maintaining a “digital first” mindset
  • Consult and negotiate as needed to ensure the optimal Customer outcome balanced with the right pace and impact of change for our Customer Care Professionals to enable our servicing to remain as a differentiator
  • Develop & execute compelling communication and engagement strategies to ensure our Customer Care Professionals are equipped, knowledgeable and excited about the changes ahead
  • Effective Relationship Management – ensuring proactive communication with key stakeholders & customers.  Upstream -  acting as the key liaison & stakeholder for all Product Teams, laterally – with leaders of critical project & support teams and downstream – with CEN Operations Leaders
  • Ensuring that Legal and Regulatory controls are central to everything we do when implementing and executing initiatives throughout GSN
  • Partnering with all other support functions (Learning Network, Capacity Management, Operational Risk, Capabilities, etc.) to ensure optimal Capacity Planning and learning experiences for our CEN teams
  • Leading a highly motivated and diverse team to deliver on the critical goals of driving flawless execution on business change.  Direct leadership of 2-3 direct reports as well as dotted line leadership of project resources across the team and in multiple geographic locations
  • Maintaining the GBI brand with all business Leaders, ensuring a clearly defined remit which is aligned to our global objectives
  • Identifying & setting measures of success, using KPIs, including VoCM, track performance

Qualifications

  • Maniacal customer-first mindset and ability to translate customer insights into compelling strategies
  • Excellent relationship management skills with proven ability to work with executive teams and to influence across the organization, both within and outside of GSN
  • Prior large scale project / process experience required, with a proven ability to think strategically, yet drive tactical execution through collaborative team efforts
  • Demonstrated ability to influence partners and key stakeholders using VOC data and operational insights and across cultural and organizational boundaries
  • Analytical ability, and the skill to leverage analyses to define strategies and identify opportunities
  • Experience of leading diverse teams in a dynamic matrix environment –  solving complex business problems innovatively – and in a virtual capacity
  • Distinguished ability to coach and develop employees to maximize potential in performance and leadership
  • Strong communication skills – written and oral – demonstrated in strong project proposals and updates for Senior Leadership and stakeholders
  • Strong knowledge of our service & technical structure, plus an understanding of our digital strategy
  • MBA or relevant experience preferred (consulting or operational leadership) 

 


ReqID: 18019273
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 4, 2018, 8:24:56 AM