Job Description - B35 Service Delivery Leader - Intelligent Automation & Data Strategy
American Express is a global services company and the world- s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide -
combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.
American Express for 9th consecutive year has been voted among India- s top 10 workplaces by the Great Place to Work institute.
In recognition of our consistent performance, we were nominated to the Great Place to Work - Hall of Fame .
At American Express, we serve customers, not transactions. We- re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.
D. Power for seven consecutive years.
A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.
Come join us and realize your potential.
This opportunity is in American Express Sales and Business Enablement (SABE) unit in GBS based out of Gurgaon, supporting Intelligent Automation and Data Strategy for SABE.
GBS SABE provides varied services including Reporting, Analytics, Sales Incentive, Campaign Management, Platform User Support, Product & Platform Management, Operational Excellence etc.
across Sales and Marketing to different BU's such as Merchant, Commercial and EDA in Amex.
Responsibilities of the candidate will include :
Lead, coach and mentor a team of automation and data experts to drive & implement intelligent automation and data strategy initiatives across SABE
Partner effectively with all stakeholders, including internal SABE teams, GBS Strategy, Technology and Customers to identify and drive development of digital capabilities to increase operational efficiency with focus on excellent colleague and customer experiences
Lead new automation implementations, prepare project plans and other supporting information and provide timely project status to all stakeholders
Demonstrate new Automation & Digital capabilities to senior leaders and stakeholders
Manage customer expectations including scope, schedule, changes, capacity and problem resolution
Drive on-time, high quality deliverables including business requirements around automation / process improvements,
design documents, test cases for all automation / data solutions
Work with Technology teams in Agile SCRUM environment to ensure tech environment readiness & manage
production issues to drive a speedy resolution
Drive & support other strategic initiatives in SABE to advance service & Key Skills :
6+ years of experience driving large scale Automation & Data implementations
In depth knowledge and proficiency in Process Automation specifically in Blue Prism with exposure to other automation tools & technologies such as iOCR, Chat Bots, ML & AI
Working experience in VBA and SQL
Proven track record of project, people and stakeholder management
Strong problem solving skills and a tremendous will to win with the ability to influence cross-functional teams and decision makers
Demonstrated ability to drive results and manage multiple relationships and projects, proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
Strong customer service, organizational, prioritization, multitasking, communication and leadership skills
Strong communication skills oriented toward working with customers to document their needs
Demonstrated experience working with technologies in Agile SCRUM environment
Experience of working in a Shared Services environment and credit card industry is preferred
Bachelor's or Master's degree in technology or Engineering
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