Senior Manager - Strategic Planning

The American Express mission is to be the world’s most respected service brand. Within American Express, Global Servicing (GS) plays a central role in helping the company achieve that vision, with an interconnected team of nearly 30,000 employees and partners operating in 22 markets around the world, all focused on serving our customers and shareholders. 

Within Global Servicing (GS), the Global Servicing Strategy & Transformation team (GSST) is responsible for providing strategic and executional support for Global servicing creating, advising and implementing cross business unit strategies that deliver on our key goals of driving operational effectiveness, customer outcomes and revenue for American Express. 

Within GSST, the Servicing Engineering & Optimization (SEO) team is responsible for devising and implementing near- and long-term, cross-GS strategies, programs and products that deliver on our key goals of elevating customer servicing experience, improving operational efficiency, and driving revenue for the Blue Box.

Responsibilities

Reporting to the Director of SEO, the responsibilities of this role include:

• Responsible for conducting structured analysis to inform and build business strategy including identifying and synthesizing opportunity areas and risks backed by data
• Develop and build business structured business cases for steering and executive decisioning and investment framing quantifying financial customer and operational impact and tradeoffs against markets and capabilities
• Drive implementation of large, medium, and small-scale projects that improve the efficiency and effectiveness of GS functions
• Partner with multiple teams including Operations, Capabilities, and Technologies, among others to develop collaborative approaches while jointly prioritizing and addressing key business opportunities
• Enable tactical delivery of strategic themes including making processes easier, faster, and consistent
• Oversee multiple concurrent high-complexity initiatives and lead the implementation of such initiatives across multiple sites
• Deliver, measure, and report the key success metrics/outcomes and review with the leadership by setting up a robust governance structure

Qualifications

• Experience in Project Management, Business Management, or similar background is required
• Creative thinking, including the ability to identify patterns and propose unconventional solutions to long-standing business problems, and ability to act as a catalyst for change
• Must be an outstanding analytical thinker and problem solver, comfortable working with data and able to resolve complex problems independently
• Strong written and verbal communication skills combined with an ability to interact effectively with senior leaders and business partners
• Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity, and rapid change
• Proven track record of successfully operating in a highly matrix environment and being able to lead and influence without direct authority
• Strong working knowledge of internal Global Services Group processes and functional areas, particularly Customer Engagement Network processes.

Preferred Additional:

·       Project management, Six Sigma Certification

·       Bachelor’s /Master’s Degree in Industrial Engineering, Management Science, similar degree or 3+ years related work experience leading project teams

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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