Assistant Partner Relationship Manager (Iloilo)

Job Description

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. 

Assistant Partner Relationship Manager

Note: The role will be based in Iloilo (relocation package not provided)
 

As a member of the Global Partner and Specialty Servicing team, the Assistant Partner Relationship Manager (PRM), will support the Partner Manager and provide assistance in managing a third-party call center partner dedicated to customer service (voice) for American Express card members.

 

Specifically the Assistant PRM will:

  • Partner closely with Vendor teams and assist the Partner Managers as the on-site liaison between the Company and contracted third-party servicing Partners in the Philippines
  • Support program strategies and drive partner adherence to all operational, compliance, and customer experience goals
  • Create and implement strategies and programs for continued improvement of partner performance
  • Facilitate regular call monitor calibration sessions and operational performance reviews
  • Provide on-site direction to servicing Partners to ensure the program meets goals and American Express’ servicing standards.
  • Maintain key daily/monthly reporting of performance and deliver ad-hoc analyses
  • Manage call volume, including forecasting, training, and expenses
  • Manage Service Partner billing/invoicing and ensuring that all credits / incentives are applied per the work order
  • Manage all MIS and other important reports for leadership updates
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Qualifications

  • This role is primarily focused on relationships and the service delivery frontline talent, therefore he/she must be have a passion for the customer and the Amex Brand
  • 3+ years of experience in a leadership position in a call center environment and/or managing third-party call center partners
  • Experience working on programs supporting calls from around the globe with flexibility in working hours
  • Demonstrated ability to work independently, drive results and introduce and gain alignment on process improvement strategies across multiple stakeholders
  • Proven success in driving results in a call center environment
  • Requires excellent communication, influencing and presentation skills
  • Experience working virtually in a matrixed environment and aligning potentially conflicting goals/priorities
  • Strong analytical background with a focus on innovation/change management
  • Must be fluent in English
  • Bachelor’s degree in business or related field
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint)
  • Technical acumen with online issues a plus

ReqID: 19017584
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 23, 2019, 5:53:41 PM