AVP - Performance Engineering - BFSI

Description

Opportunity to join an exciting new team of professionals dedicated to driving improved economics, efficiency and effectiveness within our World Service Network (Network Engineering and Optimization).

- Identify, quantify and manage a variety of projects aimed at achieving Reengineering and Quality targets

- Manage projects with diverse and geographically dispersed cross-functional teams, utilizing structured methodologies.

- Plan tasks and milestones, manage deliverables to deadlines and hold people accountable without direct authority

- Manage communication with project customers and stakeholders through compelling written and verbal status reporting

- Responsibilities include identifying new opportunities for increased productivity, enhance service levels, reduce costs and increase revenue, evaluating the feasibility of projects using financial and statistical tools and creating and delivering robust proposals to gain buy-in/support

- Understand, develop and articulate Business Needs and Functional Requirements for Technology Development Projects (Decision Support Systems, User Interfaces, and Automation Scripts, Reporting / MIS tools).

- Participate in the development and implementation of complex process improvements and capability development projects in an effort to enable Customer Care Professionals in the delivery of Extraordinary Customer Care at the right margins.

- Engage, develop and lead a team of professional Project Managers/Industrial Engineers to deliver Reengineering benefits.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Qualifications

Requires strong project management, thought leadership, decision-making skills and the ability to resolve complex problems independently.

- Proven ability to manage projects end to end through the project lifecycle using structured methodologies

- Ability to challenge the status quo, remove organisational barriers, influence without authority, and break down strategies into tactical and manageable plans with minimal guidance

- Demonstrated experience in general management, statistics, data mining, quantitative and financial analysis is required

- Ability to influence, lead and communicate at all levels

- Experience in the evaluation, analysis and optimisation of operational processes required

- The candidate must possess high motivation, enthusiasm and dedication to deliver results within strict timeframes - Experience in financial services/call centres or other service industry is a plus

- Strong proficiency with Microsoft Office, specifically MS Project, Excel and PowerPoint required

- Working knowledge of Six Sigma / Lean methodologies / statistical analysis tools and exposure to industry recognized structured methodologies viz. PMP, Prince2 strongly preferred

- MBA (Master in Business Administration) and/or MSIE (Master of Science in Industrial Engineering) or comparable graduate degree an advantage