At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Function Description:

Global Servicing(GS) brings together the company's external and internal servicing functions to provide best in class servicing to our customers and colleagues.

Emerging as the Enterprise Sales Operations & Business Enablement utility, SABE (Sales & Business Enablement) drives standardization & agility for the organization. Sales Operations include Pre-sales, acquisition & Account Management while Business Enablement includes Platform & Capabilities.

Enterprise Data Platforms (EDP) team in Enterprise Digital & Data Solutions (EDDS) is responsible for leading Amex data & capabilities on the centralized enterprise platforms. Key data platforms- Lumi and Cornerstone uses big data-based environment to house all Amex data and a key analytical environment for carrying out data analytics and support business decisioning.

EDP also has product ownership of multiple BI products, DQ capabilities & Data Streaming and Decisioning Platforms including Sisense, nVision, HyperDrive, Qalibrate etc. These products enable users across the Enterprise to drive their analytical, reporting, BI & DQ needs.

EDP Business Support team in SABE will be responsible for providing centralize servicing for these platforms/ products and ensure timely resolution to queries raised by platform users, driving & governing core platform functions while working closely with the EDP Product owners.

Core Responsibilities:

- Lead, coach and mentor a team of business analysts to implement servicing standards and data quality framework for the widely used EDP product

- Work with customers to identify, specify and document complex business requirements and provide appropriate solutions, specifically around prioritized product enhancement initiatives

- Manage customer expectations including scope, schedule, changes, capacity, and problem resolution

- Drive high engagement with customers to ensure on-time, high quality project deliverables

- Lead effort to automate and standardize new product development to increase efficiency and accuracy

- Provide functional and technical guidance to the Team

- Conduct deep analysis to uncover trends, recommend business solutions and implement strategic initiatives

- Drive partner and team engagement through governance call,1 on 1 s and other connects

- Team development evaluation assessing proficiency on tools, technologies, and data

- Get involved in initiatives of SABE to advance service offerings & support Exec teams in strategy building exercise

Servicing responsibilities:

- Manage and enhance servicing experience for end customers through high quality resolutions & strong process adherence i.e. governance, reporting, escalation.

- Take appropriate action to close feedback loop by recommending solutions to unstructured challenges via correct channels

- Identify and document standard process guidelines to build knowledge within team and reduce the overall product issues

- Be the Subject matter expert of the platform/product

Products Operations :

- End to end ownership - Collaborating across platforms to deliver on business value for eg: Data Validations, Data Onboarding, Data Mapping, Metadata organization

- Drive initiatives to monitor, analyze & improve the quality of Data

- Formulate and communicate strategies in a clear and compelling way in the form of innovative reporting solution

- Manage customer expectations including scope, schedule, changes, and problem resolution

- Build Plug & Play Products & Capabilities Process

How will you make an impact in this role?

Critical Factors to Success (Outcome Driven):

Business Outcomes:

- Identify and solve complex customer issues spanning data needs, access problems, query optimization, tool troubleshooting and much more

- Drive insights from issues & partner with tech & business teams to provide product consultation to evolve the platform & overall user experience

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.

- Deliver the world's best customer experiences every day

Past Experience:

- 8+ years' experience leading teams in production support or data environment

- Preferred: Payments Industry Experience, Big Data Platform, Servicing Approach.

Academic Background:

Bachelor's degree in STEM fields w/ work experience in information management, strategy, or the payments business.

Functional:

- Customer service, prioritization, multitasking, communication & leadership skills

- Case management system such as ServiceNow, JIRA etc.

Technical:

Must have -PL/SQL, HIVE

Preferred - GCP, Big Query, Python, Advanced Excel

Platforms:

- Big Data, Knowledge of Data Management systems

- MS Office suites (Excel, PowerPoint, Word)

- ServiceNow/Rally/ JIRA