Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

- To deliver the Centurion product strategy to retain high value CMs and significantly increase Centurion card spend and Travel & Concierge service engagement.   - To manage a face to face (call center) Relationship Management for High Value Centurion customers. The team will provide Travel, Lifestyle and Card benefits and services to customers.   - To demonstrate excellent people leadership and customer relationship skills & experience as well as having the ability to drive exceptional and seamless service to GNIC's high value CMs.   - To be a key member of the TLS leadership team and will collaborate across the TLS & GNICS teams as well as number of business partners to deliver our business priorities.   - This role leads a team of Relationship Managers and DTA Teams. This team provides a personalized relationship service to our high value Centurion CMs through an in centre relationship & engagement servicing team.   - To also lead a number of support and associated customer facing travel expert teams, who work closely with their allocated RM.   Principal Accountabilities :   - Understand Centurion CMs in portfolio & Centurion value proposition to define proactive service and sales tactics  - Achieve /exceed customer satisfaction targets measured through VoCM.   - Consistently achieve service level agreements.   - Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data).   - Develop and implement service processes that enhance customer satisfaction.   - Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met.   LEADERSHIP :   - Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personal service to the CMs, meeting and exceeding expectations.   - Establish personal connect with Centurion CMs.   - Ensure adherence to controls and compliance policies.   - Develop the RM service model, manage high profile CMs, and act as complaint escalation contact. Attend CM events - Sustain shareholder return by maintaining the balance of service provided against the cost of operating the services.   - Recruit, develop, retain, and motivate a talented team of Relationship Managers & DTAs to deliver excellent customer experience   - Ensure smooth operations between the RM & DTA teams.   ENGAGE INTERNAL STAKEHOLDERS :   - Liaise and follow-up with AXP stakeholders to get CMs issues / requests solved.   - Partnering with GNICS to ensure RM team delivers top notch, proactive service thru relevant benefits and value proposition.   - Collaborate with GNICS and TLSi leadership to define RM local strategy   - Identify Business Transformation initiatives (through clear evaluation of internal and external data and research). Working with GNICS and other business partners to develop and implement engagement and business transformation initiatives.   - Partner with internal American Express and third party operations and suppliers to create memorable experiences and flawless service execution to create Centurion CMs advocates. Lead and support key business activities and projects as requested.   - Sustain shareholder return by maintaining the balance of service provided against the cost of operating the services.   - Recruit, develop, retain, and motivate a talented team of Relationship Managers to deliver excellent customer experience   Qualifications :   KNOWLEDGE :   - Ideally with a strong Travel, Luxury sector and/or Relationship Management background and a fundamental knowledge of Card service dynamics, in order to participate in the development of relevant and profitable products and services.   - Must have a good understanding specifically of call centre operations together with the technologies and processes which drive successful telephone service operations.   SKILLS :   - Must have a mix of general management skills; People leadership, customer experience, financial management, which enable him/her to deliver an RM servicing strategy for Centurion CMs.   - Must be able to communicate effectively and clearly at all levels to ensure that strategic direction and objectives for Centurion service are understood and future needs are supported.   - He/she must also be capable of building, leading and motivating his/her teams effectively.   - Needs technical and analytical skills to identify, analyze and increase understanding of customer needs, the Cards and TLS business dynamics, and the environment within which the business operates.   - Must be decisive in making timely and appropriate judgments and decisions based on best available information. Key Relationships INTERNAL Functional specialists and people leaders in his/her team.   - GNICS marketing team responsible for marketing Centurion Card and services.   - WS team that supports Centurion cards   - GNICS and World Services heads.   Internal partners - finance, marketing. RISK and other key support areas of TLSI team (Membership Travel Services International).   Schedule (Full-Time/Part-Time): Full-time  The Apply Button will redirect you to website. Please apply there as well.  #NOLI

Haryana

Others

American Express - Manager - Centurion Services  

American Express - Manager - Centurion Services   ,Job Description for American Express - Manager - Centurion Services   in American Express in  Haryana Others for (4-9) years of experience. Apply Now!

Job Description for American Express - Manager - Centurion Services   in American Express in  Haryana Others for (4-9) years of experience. Apply Now!