Business Analyst

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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.


Job Description:



American Express's mission is to be the world's most respected service brand. Global Credit Administration protects American Express' assets by minimizing credit and fraud losses at best-in-class levels. We utilize outstanding techniques, ensuring compliance with all regulatory requirements, and provide superior service to improve customer and shareholder value. We will accomplish this by having the most talented teams who are supported by best-in-aclass capabilities and processes.


Position Summary

The incumbent will be responsible for managing team of analytical employees managing Contact and Capacity Management. Real Time Monitoring, BCP, ID and Access Management.

Manage Inventory, aging, service levels, abandon rates and penetration rates to ensure collection effectiveness targets are met.


Key Deliverables: 

Interface with Analysts, Team leaders, and other members of management

Manage, update and report real-time activities in the department

Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.

Record and Maintain a count of productive FTEs

Capacity Management for sub-processes

Work with Short Term Forecasting Team in CNO, for IDPs and Staffing.

Leave Cap Formulation; provide advisory support on release of FTEs from the process. Communicate systems, voice response and Telecommunication issues to the department.

Real time adherence, monitoring and communication.

Raise awareness to RTA issues that are impacting service level and aging objectives.

Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.

Manage Outbound Contacts on Dialer, with minimal abort rate.

Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.

In-bound call pattern analysis, trending and staff alignment.

Maintain strong relationships with the Team Leaders and SDL 's to improve overall understanding and awareness of daily/weekly business impacts

Feedback, Huddle timings, training schedules and other Off-The-Phone


Shift Rotations

Proficiency in MIS and related tools

Shift 24X7

This role may be subject to additional background verification checks.


Qualification :

Graduate with 0-3 years of relevant experience preferably in service industry.

 Good working interpersonal and negotiation skills and the ability to communicate at all levels.

High result orientation

Proven ability to drive high productivity & sustained performance.

Manage conflict and counsel performance 6. Strong team player with a high level of integrity

Result oriented and decision making skills.

Ability to demonstrate flexibility and resilience in the face of changing business requirement.

Strong Analytical skills (Mathematics and Statistics background preferred).

Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is Preferred

Time in role requirements American Express offers good career development prospects for team members - in the medium term through our Career Development Framework and across a wide range of customer service functions and throughout the company over the longer term.

To ensure team members have sufficient time in role to develop to an optimal level of performance and experience and to provide resourcing stability - American Express requires that team members spend the following periods in role: - Minimum 12 months in the role before being eligible to apply for other roles across American Express.

Environment We offer a supportive, dynamic and professional environment that fosters, trust, diversity and we value our people.

American Express operates upon the foundation of company values, to which all employees subscribe to. 

These values are:  Customer Commitment  Quality  Integrity  Teamwork  Respect for People  Good Citizenship  A will to Win  Personal Accountability

Language: English

ReqID: 19018416
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 7, 2019, 1:18:32 AM