Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Job Description - This is a B35 role  Job Description :   At American Express, service has been at the core of our company for more than 164 years. The Customer Engagement Network (CEN) in Global Servicing Network (GSN) is responsible for delivering extraordinary Customer Care for all proprietary and co-branded cards through the voice and live chat medium at the right margins. In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship. There is also immense focus in creating value for the customer as well as the company through relevant cross sell resulting in an enhanced relationship by meeting the customer needs. This B35 Service Delivery Leader of Operations position will lead the US Consumer Products and Services Team. This will be a Gurgaon based role that will lead ~150+ employees.   General Responsibilities :   - Develop the next generation Servicing strategy for the Portfolio  - Ensure ongoing delivery of all key operations metrics across Share Holder, Customer and Employees   - Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency and unit cost metrics   - To enhance cross-sell and value generation strategy   - Deliver Best in Class Recommend to Friend score leading to greater advocacy in our Card Member base and ensure the strengthening of Relationship Care ethos in operations   - Build a culture that energizes and engages the workforce, making CEN the Go To employee brand   - Also, develop a culture of continuous improvement and waste elimination   - Collaborate effectively with peers in NEO, Process Excellence, Capabilities organizations and other geographies to develop end to end strategies to reduce demand and elevate Card Member experience   - Be a value add partner to the Business   - Build a strong internal controls framework and ensure we meet all regulatory, compliance standards   - Innovate Servicing   This role may be subject to additional background verification checks.   Qualifications : Demonstrated ability to lead large (150+) scale customer service organization  - Proven track record of working in a Global Operations environment and delivering outstanding results   - Strong project management, problem solving & analytical skills   - Ability to coordinate multiple priorities at once   - Exceptional thought leadership to continually explore and create innovative process and business improvements   - Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization   - Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives - Excellent written and oral communication, interpersonal and conflict resolution skills  - Lives the growth mindset - Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group   - Trained in Process Improvement and Six Sigma techniques   - Demonstrated Values based Leadership   Schedule (Full-Time/Part-Time): Full-time  Job type- Full Time  Industry Type - Customer Care   The Apply Button will redirect you to website. Please apply there as well.  #NOLI

Haryana

Others

American Express - Service Delivery Leader - Operations - US Consumer Products & Services Team 

American Express - Service Delivery Leader - Operations - US Consumer Products & Services Team  ,Job Description for American Express - Service Delivery Leader - Operations - US Consumer Products & Services Team  in American Express in  Haryana Others for (10-18) years of experience. Apply Now!

Job Description for American Express - Service Delivery Leader - Operations - US Consumer Products & Services Team  in American Express in  Haryana Others for (10-18) years of experience. Apply Now!