American Express Careers

Business Analyst - MIS Support

Gurgaon, India
Customer Care Operations

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Job Description

This is a Band 30 role


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. Come join us and realize your potential.

Function Description:
• Provide Inventory Management, Service Level Planning and MIS support to CFN processes
• Ensure smooth functioning of Operations through efficient and effective workforce management support
• Identify improvement opportunities and partner with other teams to implement solutions for enhancing performance
Purpose of the Role:
• Perform analysis on key metrics to help maximize productivity and Operational excellence
• Create reports/scorecard using multiple American Express data sources and key metrics
• Lead and drive projects to achieve results within stringent time frame
• Formulate and implement network level inventory strategy for CFN

• Provide real-time Inventory centric MIS to the business
• Identification, documentation, and communication of business impact, especially in context to Business Performance Metrics
• Partner with fellow team members in resolving customer issues

Critical Factors to Success:
• Timely and accurate delivery of tasks/activities
• Enable Operations to achieve Key Metrics, such as CTR, SLA, Availability
• Drive effective & efficiently processing of 'Ready to Work' inventory, in partnership with Operations


Past Experience:
• Knowledge of eWFM and CFN processes would be an added advantage
• Prior experience in managing Capacity Planning/Inventory management/Service level Planning(Experience in Work Force Management
• Minimum 4 years of Work experience in the relevant field

Academic Background:
• Graduate
• Post Graduate in Maths or Statistics or MBAs would be preferred

Functional Skills/Capabilities:
• Ability to deliver under tight timelines
• Intellectually curious with a desire to learn and understand the business
• Critical thinker who exhibits good judgment and intuition (based on experience), knowing when to question outcomes or ask questions based on business/common sense
• Ability to navigate through a matrix environment and manage multiple priorities simultaneously without close supervision
• Self-starter with ability to execute with Minimal Direction and strong attention to Detail

Technical Skills/Capabilities:
• Extensive experience in using MS-Excel for data manipulation and analysis. Candidate having working experience with Macro, SQL, Tableau, HIVE & VBA
• Knowledge of Workforce Management Tool, such as eWFM, Aspect etc

Knowledge of Platforms:
• Knowledge of American Express systems and platforms would be an added advantage

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: 19013829
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 10, 2019, 12:39:20 PM
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