Project Manager (global reengineering)Amex Group

Job Description Project Manager (Global Reengineering) You lead the way. We've got your back. 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 Job Description Project Manager (Global Reengineering) You lead the way. We've got your back. 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 #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. Description: GSG (Global Servicing Group) comprises of a diverse range of servicing functions that work round the clock delivering extraordinary customer care to American Express Card Members, Merchants and Commercial Clients around the world, as well as providing world-class Credit, Collections and Fraud services. Our primary areas of focus consist of: Leading small and large-scale configuration / transformation programs across critical GSG markets delivering a significantly improved customer experience whilst also improving operational efficiency. Using the GSG Global Footprint & data driven analytics to develop and identify new opportunities to support servicing & capabilities improvements across the GSG organization. Challenging the status quo through data and providing a voice that will help advise pivotal initiatives and decisions across all areas of GSG. Responsibilities: Lead all aspects of end-to-end program management of the migration of processes from GSG global markets across the US, EMEA and APAC Work closely with the involved team members and key work streams as defined by the Program Management Office Support the implementation of global footprint and servicing strategies that will enable GSG to harness the full potential of global scale Attract and retain extraordinary people, and deliver outstanding service that meet the needs of our business partners Support the Program Management Office by crafting detailed project plans and breakthroughs to execute work streams and ensure vital documentation Establish and lead project governance with key stakeholders to review project progress against tollgates and breakthroughs while supporting steering committee reviews Identify and implement opportunities to the right source and right-channel servicing volume to the locations and channels that can best enable outstanding customer service at the right margins. Lead projects on a global basis to resolve POA servicing strategies based on customer needs. Ensure the formulation of an impactful team of project managers which can undertake complex migrations across different functions Ensure all implemented projects are in accordance with compliance and control guidelines. Ensure Zero Disruption to POD processes during migrations Maintain regular interaction with senior executives on program progress, risks & issues to facilitate decision making Qualifications: Over 10 years of work experience across the ITES BPO function with previous experience of supporting Program Management Office Over 5+ years' experience in leading Migrations / Transitions function for Customer service and Back-office functions Prior large scale program management experience including migration of processes and a solid track record of delivering global / regional projects from inception to completion Proven understanding of business metrics and performance management for customer services and Back-office processes specific to forecasting and capacity planning, pay for performance, productivity, etc. Good understanding of technology infrastructure and set up requirements i.e connectivity, bandwidth, Business Requirements Document, production environment, control of key migration metrics - Timeliness, Cost and Efficiency Ability to think strategically and logically structure and process large amounts of data into relevant and practical recommendations. Excellent understanding of transition / migration methodology Excellent presentation, communication and influencing skills since the role requires PMO governance and organizational change with senior leaders across the organization. Strong analytics and ability to proactively find opportunities and get results Ability to challenge upwards and influence without direct authority, knowing when to call out to ensure alignment and timely completion of projects Prior experience with GSG processes preferred (for internal candidates) Advanced PowerPoint and Excel skills a must 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. High performance 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 -
Monster

Taguig City, Metro Manila
Permanent
Full-time