Analyst II-Operations

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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: -
The Global Card Issuance team are responsible for manufacturing, personalizing, fulfilling and distributing American Express cards around the world for our customers. We deliver cards through a network of industry leading third party vendors. Do you love helping others to perform at their best and have a growth mindset? Do you thrive at growing relationships to get the best results for the team and your organization? Could you be part of a team of professionals who, with every delivery, set the standards for the best customer experience on card delivery and ensure our promise to our customers is always met? Are you passionate about delivering the next payment innovations? Do you strive to continuously streamline processes for greater speed and agility? 

Key Responsibilities (but not limited to):
•The primary objective would be to deliver very high standards of customer service by managing Stock.
•Perform advance Analytics & reporting for various GCI Card issuance business matrices
•Suggest process improvements / changes to achieve most appropriate process to market.
•Conduct root cause analysis of stock out reasons to recommend changes in work flows, procedures, servicing levels, based on customers’ demands to meet their needs & ensure exceptional quality service is given at all times.
•Ensure smooth functioning of GCI by meeting key performance indicators & achieving laid down SLAs.
•Work with other Operations departments and customer groups to deliver quality service and support new product launches, promotions etc
•Explore opportunities to reduce cost.
•Manage card Issuance partners in respect to quality and SLA adherence.
•Manage card media inventory through excellent card forecasting to ensure optimum stock reserve.
•Accurate forecasting of Card issuance for stock ordering and partner resource management.
•Monthly card SLA reporting.
•Developing robust and detailed understanding of inputs, processes, controls & flows to facilitate in developing a change agenda for the card issuance teams
•Work with team across to gain optimal performance from all of our vendors consistent with regulatory expectations
•Problem solve operational issues and identify process improvements
•Identify process gap, mkt specific exceptions and provide fix ; aligning with global standard approach .
•Automate deliverables to reduce manual efforts
•Reduce costs and improve the efficiency, flexibility and quality of Partner services
•Explore the card issuance customer journeys’ from acquisition to card renewal and build out a network to enhance the customer experience and better our customer card issuance promise
•Network globally across GCI and the enterprise to streamline, change and develop the card issuance experience
•Ensure controls & compliance with prevailing policies & procedures
•Stakeholder relationship management
•Ability to work across multiple time zones
•Participate and contribute to the planning & forecasting process as required

Critical Factors to Success
•Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
•Strong follow - up and negotiation skills & prior experience of handling vendors invoices
•Passion for excellence, positive attitude and high commitment.
•Strong Analytical and Problem-Solving Skills.
•Strong Relationship Skills and Attitude to Help Customers and Support Ad-Hoc Requests.
•Own & maintain financial/data integrity while managing end-to-end global accounting processes
•Stay relevant to the business/functional requirements
•Pro-actively develop meaningful data insights/trends to enable finance decision support to our customer’s/business partners for more effective planning & forecasting activities

Minimum Qualifications

Past Experience + Skills/Capabilities across Functional, Technical, Knowledge of Platforms & Behavioral areas
•2-6 years of past experience with
•Excellent negotiations and influencing skills
•Knowledge and experience of process engineering and process efficiency methodologies (e.g. Six Sigma, Lean, PMP, Agile, etc...)
•Technical skillset - knowledge of tools to help drive automation is preferred
•Advanced MS office suits such as Excel, Word, PowerPoint, Essbase, Oracle, reporting tools like, MS Access, Tableau, Cornerstone,
•Excellent interpersonal skills and the ability to communicate effectively at all levels within both Amex and third party organizations
•Experience in roles related to relationship and/or contract management with external partners and internal business partners would be preferred
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity
• Lead with a digital mindset and deliver the world’s best customer experiences every day

Academic Background
•B. Com / M Com/ MBA
•Post Graduate in Commerce with 4-5 years of experience
•Graduate with 6-8 years of experience

ReqID: 20003990
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 10, 2020, 3:40:22 PM