Process Manager - Marketing Services Concierge

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Job Description

.Process Manager, Band 30, Marketing Services Concierge, GBS SABE
Marketing Services Concierge team provides first line of support to marketing users at AXP on 20 + campaign setup & execution products. This is a team of customer service-centric individuals with strong understanding of the marketing processes and ability to troubleshoot user issues on based platform.


Process Manager, Marketing Services Concierge will be responsible for providing advanced support on issues reported by end users, conducting deeper analysis on issues, collaborating with technologies, publishing support metrics, mentoring & leading a team of support analysts. Key Responsibilities include:
 Provide guidance to support analysts on issues raised by marketing users, business processes & related activities
 Provide advanced support to marketing users by conducting deeper analysis on issues and providing solutions/recommendations to eliminate recurrence
 Ensure adherence to support team’s goals on timeliness, quality and knowledge management
 Conduct support ticket analysis to identify the common issues reported by end users
 Collaborate with business and tech partners by proactively engaging on weekly calls
 Conducting end user trainings & take other initiatives to reduce the number of user enquiries
 Provide marketing process & technical expertise
 Responsible for the performance and quality of service provided by all team members to the end users
 Responsible for collecting feedback from end users & communicating the same to all team members
 Share, leverage & adopt industry best practices & propose new features & technologies to drive efficiencies & business impact.


 Excellent leadership & process management skills proven ability to build a strong self-motivated & customer focused team and drive results
 Ability to effectively resolve people issues affecting individual and team performance
 Effective at collaborating across internal and external partners and building relationships
 Ability to proactively anticipate customer needs and identify their specific requirements.
 Ability to manage multiple tasks effectively, track the progress & initiate action when work is stalling
 Excellent communication skills with ability to shape conversations to ensure ease & clarity of understanding
 Strong understanding of control & compliance processes for user access
 Exceptional analytical skills with the ability to interpret information and draw insights
 Proven ability to raise productivity levels and sustain performance
 Excellent communication and relationship building skills
 2+ years administration experience with ADM 201 certification is mandatory
 Strong understanding of security settings, Roles, Profiles, Sharing Rules etc. with hands on experience of working on tools like Eclipse, Apex data loader and other ETL Tools; Agile understanding
 5+ years of experience in a business environment or Platform/Production Support
 2+ years of experience in leading a support team in an SLA driven environment
 4 year degree in Information Technology or similar background, technical background not mandatory
 Strong English Language skills (both written and verbal)

ReqID: 19017426
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 11, 2019, 6:21:25 AM