American Express - Director - Platform Management & Servicing - Global Services Group - IIT/BITS/NIT

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.

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- .

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.

Function Description :

- Global Services Group (GSG) brings together the company's external and internal servicing functions, and includes the below world-class organizations:

- Global Servicing Network, which provides exceptional care to our external customers, and Global Business Services, which provides many of the vital internal services that make American Express run efficiently Global Business Services

- Global Business Services (GBS) is a shared services organization that brings together key internal functions to support all of American Express. GBS colleagues manage procurement, real estate, sales operations & business enablement, and partner with business units to execute complex change initiatives.

- Emerging as the Enterprise Sales Operations & Business Enablement utility (SABE) within GBS is an internal servicing team providing sale performance reporting, platform servicing & capabilities, marketing operations & other business enablement services driving standardization & agility for the organization. GBS & SABE's vision is to make internal servicing as strong as external servicing and thus it keeps pushing the boundaries for Sales & marketing group's effectiveness through innovative use of Technology & process transformation.

Responsibilities :

- Create a vision & long term strategy for IBM ICM to transform Incentive payouts for field organization and other Colleagues across American Express

- Develop and communicate the execution roadmap as per vision for ICM in American Express

- Define and implement metrics to measure health of delivery process & platform. Ensure development of tactical and strategic features for continuous improvement

- Lead automation of end to end Incentive payout process by eliminating manual touchpoints and adjustments

- Drive visualization & mobile enablement of compensation statements across all payees

- Define and implement metrics to measure health of delivery process, ensure tactical and strategic fixes for continuous improvement

- Transform Incentive support process by enabling self-help and end to end ownership of query servicing

- Communicate effectively with peers, architects, system analysts, project managers, quality control, and across other technology team boundaries, reporting project status as required

- Build a strong and effective team to support delivery. 

- Identify and attract strong talent to the team, drive engagement and maintain high morale

- Ensure compliance and regulatory requirements of the Incentive process

- Build a culture of innovation in the team

Critical Factors to Success (Outcome Driven) :

Business Outcomes :

- Eliminate manual processes & adjustments by automating end to end Incentive process leveraging ICM

- Improve efficiency and productivity of field colleagues by enabling real time & interactive incentive information using creative visualization delivered through multiple channels

- Build a champion team who is focused on delivering business results with servicing and innovation at their core

- Enhance customer service experience by incorporating self-servicing capabilities & upskilling team members on end to end Performance management process : Customer Centric rather than product centric

Leadership Outcomes :

- Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

- Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings

- 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

Functional :

- Understanding of sales performance management domain

- Expertise in running team of highly skilled product owners

- Knowledge of Enterprise system integration and platform architecture

- Expertise in Project Management : Agile Scrum methodology

- Knowledge of User experience principles

- Vendor Management

- Preferred: Understanding of Control & Compliance

Technical :

- IBM ICM Platform

- Large scale data management & analysis

- Exposure to other

- Incentive platforms like Callidus, Anaplan etc.

- RDBMS / Big Data /Hadoop

- Servicing Platforms like Service Now

- Preferred: Knowledge: of Salesforce.com

Platforms :

- MS Office Suite

- (Word, Excel,PowerPoint, Access)

- IBM ICM

- Rally & JIRA

- SQL

- Preferred: Salesforce.com

Behavioral :

- 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

Qualifications :

- 10 - 15 Years- experience with Incentive platforms, Experience in deployment 4-5 full cycle implementations

- End to end understanding of sales performance management lifecycle in a B2B environment

Academic Background :

- Tier 1 Engineering (IIT/BITS/NIT), Masters in Business Administration or Masters in technology

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