Business Analyst iiAmerican Express

Job Description:
Business Analyst II
You Lead the Way. We've Got Your Back.
No. 1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#5th in Great Place to Work's Best Workplaces List in the Philippines for 2021 and 2022
#9 in Great Place to Work's Best Workplaces in Asia under the Multinational Category for 2021
One of HR Asia's Best Companies to Work For 2021
We are AON HEWITT'S BEST EMPLOYER for 2017, 2018, and 2019 in the Philippines
ICT Award's Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards' HALL OF FAME
J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
Great Place to Work ® ASIA CERTIFIED
Great Place to Work ® GLOBAL CERTIFIED
Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way.
When you join Team Amex, you become part of a varied community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you'll learn and grow as we champion your relevant career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company's success.
Together, we'll win as a team, tackling to uphold our things we value and powerful backing promise to our customers, communities, and each other every day. And, we'll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let's lead the way together.
The Global Servicing Learning Network ( GSLN) provides a full range of dynamic, evolving learning and performance solutions that enrich our colleague's skills and knowledge, powering customer engagement and driving business results at the right margin. We are a distributed team focused on enabling outstanding customer care through the on-boarding of our newest Customer Care Professionals/Specialists and supporting on-the-job enrichment
This is a Band 30 position reporting to the Manager, GSLN Learning Governance. The purpose of this role is to support the governance team in the implementation and governance of GSLN processes ensuring consistency and accuracy. This role has a broad range of responsibilities across both administrative and analytical tasks. More specifically these can include conducting audits, creating and handling audit reports, working with global teams to complete corrective actions. In addition to the governance tasks , this team is responsible to regularly evaluate and refresh global new hire certification standards ensuring consistency with our clients measures of success. The team also supports the launch and stabilization of new processes being tested in learning while providing governance and performance standard support.
Key Deliverables:
Conduct Audits and work with teams to close corrective actions in a timely manner
Create and run reporting regarding audit trends and outcomes
Create/ refresh the new hire certification standards regularly
Central point of contact for all auditing discussions referencing GSLN ( PRSA, BIA)
Work with the manager to support the GSLN BCP tasks
Review exceptional scenarios in GSLN and respond with a solution
Handle and maintain collaboration sites: i.e. SharePoint, Jive, AmexDrive
Lead and/or participate in ad-hoc projects to support efficiency, effectiveness and growth objectives for the organization that give to GSLN's overall business results.
Collaborate with colleagues across teams to ensure inclusion in process development, deployment and communication.
Participate in other GSLN/GSG activities to support the overall success of the organization.
Qualifications:
Strong attention to detail and outstanding analytical and problem solving skills.
An organized approach to work with strong focus on leading multiple projects simultaneously.
Ability to remain composed while getting results in stressful situations.
Meeting tight deadlines to collect data across a number of different time zones and resources.
Strategic thought leadership and ability to translate strategy into practical plans.
The ability to professionally communicate and adapt communication style to suit the appropriate audience.
Ability to get results with minimal direction.
Ability to convey a confident and professional demeanor with leaders and colleagues at all levels.
Demonstrates strong intuition for business and project management skills.
Building and demonstrating relationships across diverse markets.
The ability to research and seek out relevant information.
Sophisticated PowerPoint, Excel & SharePoint skills
Bachelor's Degree preferred
Understanding of the Global Servicing Group preferred
Customer care center operations knowledge preferred
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. Dedication is rewarded with target driven incentives
This role is not open to visa sponsorship according to business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time