Project Manager - Automation

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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. Come join us and realize your potential.

Function Description:
At American Express, we serve customers, not transactions. We’re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years.

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

Purpose of the Role:
The Global Servicing Group (GSG) delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. Our front-line care professionals and specialists handle more than 130 million customer interactions every year. Each interaction is a chance to bring the brand to life for our customers and help build on Amex’s reputation for trust, security and service.

Responsibilities:
•Define scope, design and implement global automation capabilities to drive measurable improvements
•Lead Product implementation & project manage project development efforts from concept to launch while mitigating/escalating risks to the program/project scope & timelines.
•Document processes, develop controls and perform testing to ensure compliance.
•As a product owner, facilitate agile application development teams to deliver technology solutions.
•Lead ongoing management and optimization of the product backlog, including collaboration across a wide net of stakeholders.
•Partner with various teams and stakeholders to drive project governance & Operational readiness for Ops and Virtual taskforce and continuity of operations
•Define, measure and report on post implementation metrics related to process efficiency and automation performance.

Critical Factors to Success:
•Strong working knowledge of agile methodologies, an ability to coordinate multiple priorities at once and an ability to work in a dynamic, time-critical environment
•Proven relationship management skills and an ability to influence all levels within the organization



Minimum Qualifications

Past Experience:
•Overall 5+ years of post-qualification experience.
•Historical background in driving reengineering through capabilities and technology programs

Functional Skills/Capabilities:
•Historical background in driving reengineering through capabilities and technology programs
•Proven relationship management skills and an ability to influence all levels within the organization
•Proven ability to work with external partners to transition and consolidate work activities across multiple locations worldwide
•Demonstrated ability to drive innovation and change through positive motivation of team members
•Excellent verbal and written communication skills

Technical Skills/Capabilities:
•Strong working knowledge of agile methodologies, an ability to coordinate multiple priorities at once and an ability to work in a dynamic, time-critical environment


Shift Timings - 12:30pm-9pm


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: 20001296
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 23, 2020, 11:30:32 PM