Service Delivery Leader

Get Referred

Job Description

American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.


Why work for American Express?

American Express for 9th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”.


A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.


Job Description:

Function Description:

The Incumbent will be responsible for leading the Payments Research & Account Services (PRAS) & Membership Rewards (MR) fulfillment, for US and International card members. As a member of the Customer Fulfillment Network Consumer team, the Service Delivery Leader will be responsible for developing and Executing a strategy to improve Customer Experience. The position is accountable to effectively manage the key production and servicing indicators of Core Operations with flawless execution of policies and procedures.


Purpose of the Role:


Lead Product strategy execution in partnership with the CFN Capabilities team for US and Intl markets

Understand drivers of Customer experience, and collaborate with respective Business & Capabilities Teams to develop and execute action plans to improve Customer Experience

Leverage data analytics / insights and Digital Transformation to improve End to End Customer Experience and Operational metrics – SLAs, CTR, Productivity, efficiency etc.

Develop and maintain strong relationships with business partners across the Network

Ensure strong operational controls are in place and maintained on an ongoing basis

Inventory management in adherence with local market regulation and compliance with management and financial policies

Drive Colleague engagement and motivation

Lead, coach and develop Team Leaders

Maximize and encourage “Colleague Engagement” through effective & timely communication while utilizing various leadership development programs to develop talent


Should Display the below Leadership Behaviors:

Put Enterprise Thinking First

Define What Winning Looks Like

Make Collaboration Essential

Lead With an External perspective


Academic Background:

Graduate with 10years + experience 

Past Experience:

Leading large high performing teams (20-50) in customer-servicing operations.

Migrations, Digital Transformation in enhancing Customer Experience and improving process efficiencies

Digital tools like Blue prism Automation etc.

Preferred experience:

Managing US, India / JAPA markets

Excellent communication, facilitation and presentation skills.

Operating autonomously and making complex decisions in situations of ambiguity and time pressure


Technical Skills/Capabilities:

Knowledge of Platforms:

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: 19018330
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 9, 2019, 7:41:58 AM