American Express Careers

Process Engineering Analyst

Singapore, Singapore
Consulting Operations

Job Description

This job position includes in its scope Travel and Lifestyle Services (TLS) processes and has the responsibility for: 

  • Leading process transformation across critical global markets to improve cost efficiency and drive customer satisfaction. 
  • Leading process migration efforts. 
  • Designing standard process blue print to support TLS service models. 
  • Working in close partnership with business partners including Learning and Development, Finance and Work force management on process optimization and migration approaches. 
  • End to End Process and role mapping – down to level 3. 
  • Consulting and coordinating appropriate SME knowledge. 
  • Working closely with TLS frontline leaders and other support teams to identify new opportunities. 
  • Managing relationships and expectations with process owners, local managers and key business contacts - influencing others in developing new ideas and concepts. 
  • Performing cost-benefit and feasibility analyses on identified opportunities and share insights through presentations. 
  • Project Management, with key support of TLS frontline leaders, the implementation of process improvement tests/pilots, when appropriate, and overall process improvement rollouts. 
  • Challenging the status quo through data, but also having an ability to see the underlying processes used by the frontline and considering “subjective” elements of servicing to make decisions.


  • Project management qualifications such as Prince 2, Agile, Method 1 / Project management experience 
  • Servicing centre experience, including strong knowledge of key operational metrics, levers and various servicing strategies 
  • Six sigma green belt / Process engineering skill set 
  • Ability to practically apply LEAN and Six Sigma concepts, methods and tools to solve business problems - understand, analyze data and produce meaningful conclusions 
  • Process mapping 
  • Demonstration in understanding differing customer/employee needs in various markets 
  • Strong financial acumen, preferably related to operational decisions, to optimize financial to delivery “right experience at right price” 
  • Confident and clear communication; strong ability to influence leaders and drive change 
  • Ability to challenge upwards and influence without direct authority, knowing when to escalate to ensure alignment and timely completion of projects 
  • Ability to deal with ambiguity and utilize Change Management principles to drive results 
  • Ability to work on a global scale and potentially work out of hours if required 
  • Solid understanding of capabilities and ability to “speak tech and/or travel” when necessary 
  • Passion for the customer experience 
  • Extremely organized with significant attention to detail 
  • Experience in travel industry or TLS a plus

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

American Express has been awarded Aon Hewitt Best Employer Singapore six times. Join us and you’ll soon see why.

As an employee, you can expect challenging work, with purpose. Be more than just your job. Be the voice of inspiration and transform the way the world does business for a living. By joining American Express, you are choosing to become a part of the dynamic team that is recognized as Singapore's "Best Employer 2018".

Why American Express?
There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

ReqID: 19003425
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 6, 2019, 1:53:14 AM