At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Job Description
Role : Team Leader Partner Service Delivery
The team leader will be leading a diverse and talented team of analysts responsible for Data Capture process of paper applications received for Global Markets i.e. JAPA, EMEA, US & Canada
Manage external vendors and the invoice reconciliation process for Global vendors
Single point of contact between New Accounts, Business, and the Partners & 1st point of escalation for any issue, working with all stakeholders for smooth process delivery
Communicate effectively with Partners & internal stakeholders & Foster positive relationships at all levels of the organization
Continually review processes to maximize our potential in reducing costs
Stay abreast of department policies & procedures and ensure adherence to regulatory, operations and compliance standards
- Strengthening Governance structure for Vendor & Inhouse data capture by adding controls in the process
- Responsible for ensuring that team is trained, upskilled/cross-skilled on various team functions and processes
Identify and implement improvement strategies that support the achievement of department goals and strategies
Performance Management
- Drive partner & data capture team s performance goals- Turn Around Time & Accuracy
- Work on core GNA systems to support the process and clear workbaskets
- Leading monthly/quarterly meetings for reviewing performance of vendors
- Work With Global Reporting Teams to Provide Inputs for NADC & creating Standard Reporting
- Obtain, assess, and create Volume Forecasting for Partners
- Support in New Accts projects & drive any changes including Build, UAT & E2E implementation
- Assess the long-term impact on business processes recommended by various project objectives, analyze and make recommendations to achieve the expected result
- Support all aspects of the campaign set up process for New Accounts and to ensure a seamless integration with existing processes
- Ensuring partner s adherence to contractual governance requirements & Audits
- Liaise with Partners to close any open gaps highlighted in internal /external Audits.
Qualifications
- Graduates with at least 5 years of experience and 3-4 years in managing stakeholders independently
- Excellent written & verbal communication skills
- Strong relationship, interpersonal, implementation and organizational & team handling skills
- Ability to quickly learn new functions, analyze data, determine gaps and recommend/implement solutions
- Ability to negotiate and influence across functional teams and individuals
- Self-starter with proven thought leadership, analytical and problem-solving skills. Ability to work on multiple Projects simultaneously and drive results.
- Demonstrated proficiency with MS Office suite including Word, Excel, PowerPoint knowledge preferred
- Adept at understanding different markets behavior / work cultures
- Flexible & resilient to work across various time zones with key stakeholders across globe, Central reporting, GSM teams in US, Knowledge of GNA and NASP New Accounts frontend/backend processes and production procedures preferred
- Basic knowledge of all Vendor/Partner Data Capture processes, Application keying procedures, policies, guidelines
- Experience in Data Capture Quality Monitoring, File Transmission Monitoring, and Secure File Transfer Processes
- Work window- 8:30 AM- 11:00 PM
Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
