Analyst-Business Systems

Job Description

 

About American Express:

 

We are 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 if valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

 

Overview of the Business:

 

 

 

Global Strategy & Support(GSS) is responsible for strategy development, process design & engineering, capacity management, governance, analytics, capability management and learning across GSG. The team is accountable for providing unwavering support to all of our Customer Care Professionals and Specialists who serve our customers globally every day. GSS is also responsible for the Enterprise Complaint Center of Excellence chartered with ensuring American Express has a robust complaints management program.

 

 

 

This Position is in MIS & Advanced Analytics team. MIS & Advanced Analytics is responsible for creating a world-class Management Information System that provides all levels of Global Services Group (GSG) operations teams with the ability to: Understand Performance (Data Management and Metric/Report creation), and Drive Performance (Performance Management and Analytics Insights). The team splits into the following areas: Service Process MIS, Risk Process MIS, Performance Management, Customer Listening and Big Data & Advanced Analytics.


 

 

Job Responsibilities:

 

The role provided will be a part of one of five MIS & Advanced Analytics team job families – Service Process MIS, Risk Process MIS, Performance Management, Customer Listening and Big Data & Advanced Analytics. Specific job responsibilities vary as per Job Family. Key role requirement and skills are outlined below:

 

  1. Servicing Process & Risk Process MIS: Design business metrics and drive robust Performance management across Customer lifecycle – enabling customers, Disputes, merchants, Customer acquisition, Credit, Fraud, Late Stage collections. Key Skills: Communication, Stakeholder management, problem solving, SAS/SQL, Python/Hive, BI tools such as Tableau.

 

 

 

  1. Performance Management: Incentive programs, Performance management tools and insights. Key Skills: Project/Program Management, Basic Hive, BI tools such as Tableau

  2. Customer Listening: Build & Drive customer Survey, Sentiment Analysis & Deep insights on advocacy and satisfaction of customers. Key Skills: Communication, Stakeholder management, Machine Learning , Spark, Python, SAS/SQL

 

 

 

Generally, the role will entail the following responsibilities

 

  • Ensure the processes that are created and implemented have strong value proposition for the business and long lasting usefulness.
  • Create innovative solutions and solve complex business problems, leveraging leading technologies like SAS, Big Data, Hive, Python, SQL,BI tools etc.
  • Innovate with a focus on developing newer and better approaches using big data & machine learning.

 

Overall skills required:

 

  • Creative and innovative professional
  • Strategic thought leadership and execution skills, strong negotiation skills, and good relationship with technical people and senior management
  • Strong analytic skills & ability to work with complex processes and perform complex data analysis
  • Project Management Skills, Ability to Work on Multiple Projects, And Work Effectively in a team environment
  • Willingness to take risk and challenge the status quo
  • Passion, Resilience & Decisive Strong sense of personal accountability
  • Strong decision making, systematic problem solving, and ability to negotiate and influence others without having direct authority is required
  • Ability to clearly articulate concepts and execution of projects ; should be able to translate complex analysis into a business storyboard that is easily understood           

 

Qualifications

About American Express:

We are 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 if valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

Overview of the Business:

 

Global Strategy & Support(GSS) is responsible for strategy development, process design & engineering, capacity management, governance, analytics, capability management and learning across GSG. The team is accountable for providing unwavering support to all of our Customer Care Professionals and Specialists who serve our customers globally every day. GSS is also responsible for the Enterprise Complaint Center of Excellence chartered with ensuring American Express has a robust complaints management program.

 

This Position is in MIS & Advanced Analytics team. MIS & Advanced Analytics is responsible for creating a world-class Management Information System that provides all levels of Global Services Group (GSG) operations teams with the ability to: Understand Performance (Data Management and Metric/Report creation), and Drive Performance (Performance Management and Analytics Insights). The team splits into the following areas: Service Process MIS, Risk Process MIS, Performance Management, Customer Listening and Big Data & Advanced Analytics.


 

Job Responsibilities:

The role provided will be a part of one of five MIS & Advanced Analytics team job families – Service Process MIS, Risk Process MIS, Performance Management, Customer Listening and Big Data & Advanced Analytics. Specific job responsibilities vary as per Job Family. Key role requirement and skills are outlined below:

  1. Servicing Process & Risk Process MIS: Design business metrics and drive robust Performance management across Customer lifecycle – enabling customers, Disputes, merchants, Customer acquisition, Credit, Fraud, Late Stage collections. Key Skills: Communication, Stakeholder management, problem solving, SAS/SQL, Python/Hive, BI tools such as Tableau.

 

  1. Performance Management: Incentive programs, Performance management tools and insights. Key Skills: Project/Program Management, Basic Hive, BI tools such as Tableau

  2. Customer Listening: Build & Drive customer Survey, Sentiment Analysis & Deep insights on advocacy and satisfaction of customers. Key Skills: Communication, Stakeholder management, Machine Learning , Spark, Python, SAS/SQL

 

Generally, the role will entail the following responsibilities

  • Ensure the processes that are created and implemented have strong value proposition for the business and long lasting usefulness.
  • Create innovative solutions and solve complex business problems, leveraging leading technologies like SAS, Big Data, Hive, Python, SQL,BI tools etc.
  • Innovate with a focus on developing newer and better approaches using big data & machine learning.

Overall skills required:

  • Creative and innovative professional
  • Strategic thought leadership and execution skills, strong negotiation skills, and good relationship with technical people and senior management
  • Strong analytic skills & ability to work with complex processes and perform complex data analysis
  • Project Management Skills, Ability to Work on Multiple Projects, And Work Effectively in a team environment
  • Willingness to take risk and challenge the status quo
  • Passion, Resilience & Decisive Strong sense of personal accountability
  • Strong decision making, systematic problem solving, and ability to negotiate and influence others without having direct authority is required
  • Ability to clearly articulate concepts and execution of projects ; should be able to translate complex analysis into a business storyboard that is easily understood           

Tags: Campus
ReqID: 19020334
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 16, 2019, 8:14:01 PM