American Express Careers

Business Analyst

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 28 requisition.

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.

JOB DESCRIPTION:

Function Description:


Working as part of the Global Merchant Technical Servicing (MTS) team, this role is responsible for providing terminal servicing expertise through issue and problem management support within the JAPA region, focussed primarily on India market. This role will work within the global MTS Terminal Servicing framework, leveraging and applying servicing best practice process and knowledge (POS & VPOS), and ensuring that terminal servicing activities within the region, down to the local market level, are effective and meeting required SLA’s

 

 

Purpose of the Role:

  • Primary responsibilities will be providing 2nd level servicing support and expertise to MTS servicing partners to ensure that merchant servicing requests(POS &VPOS) are being resolved within SLA, managing proprietary terminal field servicing partners performance, monitoring key Terminal Servicing metrics and drive best practice problem management techniques to review terminal servicing issues and drive down case volume, and identify and build general process improvement opportunities.
  • The successful applicant will also be required to develop and maintain servicing relationships with key processors and banks at the local market level to ensure consistent and effective terminal servicing processes are in place, and drive continuous process improvements in addressing any servicing deficiencies.


Responsibilities:

  • Primary responsibilities will include performing 1st level product servicing for particular products, providing 2nd level product servicing support and expertise to MTS servicing partners to ensure that merchant product servicing requests are being resolved within SLA, monitoring key product servicing metrics and drive best practice problem management techniques to review product servicing issues and drive down case volume, and identifying and building general process improvement opportunities. 
  • Products supported within the region include, but are not limited to: POS enablement and breakfix, Raw Data, VPOS Paygate, VPOS B2B, Amex payment Gateway, IBPP products (ABS/BAS/CB/RB), SafeKey, Internet Direct, FastPay, EzeClick.
  • Provide 2nd level terminal servicing support and expertise to MTS servicing partners to ensure that merchant terminal servicing requests are being resolved within SLA
  • Manage the end to end MTS servicing processes associated with terminal servicing (specifically, terminal linking and delinking processes). Drive continuous process improvement both within servicing partner activities and external bank/processor servicing engagement via GMS.
  • Track key terminal servicing metrics (including VOCM, enablement cycle time, case cycle time and FCR) and ensure MTS SLA’s are maintained. Work with GPN and/or servicing partners, third parties, and internal business units where required to address issues.
  • Where required, act as terminal servicing SME for initiatives and projects initiated by internal business partners
  • Participate in reviews of POS strategy provided by PCG to stay abreast of both shared terminal developments and where applicable, market proprietary terminal plans.
  • Build and foster relationships with internal business unit such as PCG and NPD, in order to execute on goals and initiatives. Partner with PCG to maintain effective servicing engagement and process with banks/processors.
  • Own the content of all terminal servicing related articles contained within Service Cloud Knowledge Management DB. Establish periodic review process for documentation, and ensure content constantly remains accurate and valid. Author new articles as required. Monitor article usage, L1 agent feedback, proactively seek improvement opportunities to drive improvements in servicing partner key metrics.
  • Manage proprietary terminal servicing for the respective markets. Manage field servicing partners, driving consistency and key SLA adherence within markets. Forecast and track opex associated with field servicing partners.
  • Participate in the global terminal servicing team community. Share/leverage best practice, constantly seeking advancement in global consistency and process improvement.
  • Liaise with Service Cloud team to maintain terminal servicing processes within the CRM tool. Pro-actively identify opportunities to build further automation into terminal servicing processes.

Qualifications


QUALIFICATION:

 

  • 1-2 years call centre experience
  • Partner management experience
  • Bachelors degree in technical field (Engineering, Computer Science).
  • Experience within the financial services payment industry, including payment gateways, credit card processing, merchant acquiring, EMV, host links and IP networks
  • Strong understanding of Amex acquiring systems and process (including Auths, Subs, Stratus, CAS)
  • Strong understanding of POS Terminal infrastructure (NAC infrastructure, host links, Terminal Operating Modes- EDC online, offline).
  • Problem solving (information seeking, analytical thinking, conceptual thinking, and being proactive)
  • Driving success ( self confidence, need for achievement, meeting and exceeding customer expectations)
  • Teamwork (fostering effective communication, coaching and developing others, creating and maintaining effective work teams)
  • Builds and leverages relationships (dealing with internal & external teams to achieve joint goals)
  • The incumbent should be tenured for a minimum of 12 months at Band 28 in the current role as on the date of application deadline.
  • The incumbent should not be on level 3 or above counseling at the time of applying.
  • The Incumbent should have a minimum performance rating of G3/L3 in the last annual performance review.
  • The Incumbent should not be on any form of performance review at the time of applying for the job.


Past Experience:

  • 1-2 years call centre experience
  • Partner management experience

 

Academic Background:

  • Bachelors degree in technical field (Engineering, Computer Science).

  

Functional Skills/Capabilities:

  • Experience within the financial services payment industry, including payment gateways, credit card processing, merchant acquiring, EMV, host links and IP networks
  • Strong understanding of Amex acquiring systems and process (including Auths, Subs, Stratus, CAS)
  • Problem solving (information seeking, analytical thinking, conceptual thinking, and being proactive)
  • Driving success ( self confidence, need for achievement, meeting and exceeding customer expectations)
  • Teamwork (fostering effective communication, coaching and developing others, creating and maintaining effective work teams)
  • Builds and leverages relationships (dealing with internal & external teams to achieve joint goals)
  • The incumbent should be tenured for a minimum of 12 months at Band 28 in the current role as on the date of application deadline.
  • The incumbent should not be on level 3 or above counseling at the time of applying

 

Technical Skills/Capabilities:

  • Strong understanding of POS Terminal infrastructure (NAC infrastructure, host links, Terminal Operating Modes- EDC online, offline).

 

Knowledge of Platforms:

  • MS -Office , MS Excel

 

Behavioral Skills/Capabilities:

  • Enterprise Leadership Behaviors
  • Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
  • Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
  • Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage.

ReqID: 19006339
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 15, 2019, 1:03:29 AM
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