Senior Associate-Digital Product Operations

You Lead the Way. We ve Got Your Back.

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.

Join Team Amex and lets lead the way together.

Associate/ Sr. Associate- Digital Product Ops

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you ll learn and grow as we help you create a career journey that s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague can 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.

Join Team Amex and lets lead the way together.

Description

The Network & Acquirer Solutions (NAS) team is at the heart of American Express. Each year, we power billions of transactions through our global payments network, serving our Issuing & Acquiring partners in more than 170 markets worldwide. We grow revenue by driving strategic, multi-year initiatives to deliver differentiated value to our merchants, partners, and customers.

The Network Services team is part of the Partner & Product Enablement organization within NAS and is responsible for essential functions across the lifecycle of Network partnerships from onboarding new partners, implementing new deals, supporting core NAS operations, to decommissioning partnerships and cross-functional reporting.

How will you make an impact in this role?

The Analyst in Network Services position is an exciting role and integral part of the team that blends business operational support, technical functions, organizational collaboration and creativity. Responsibilities include two primary functions: user access administration to various American Express systems and support of technical operations and support related to numerous Network capabilities

• Provide GNS Partners and AXP employees direct user administration support and servicing of multiple systems (internet, intranet, mainframe, etc. ) while adhering to established SLAs & Quality.
• Manage multiple production oriented & partner facing email inboxes which act as communication channels for user administration and inquiries related to the processes supported.
• Support business process improvement for user access administration and other processes supported.
• Conceptualize, Design & Develop Dashboards via Excel Automation, Multi layered Excel equations, Charts, Pivots etc.
• Develop Business Insights using Business Intelligence Tools (Tableau, Power BI)
• Create and maintain thorough documentation. Ensure current processes meet compliance and security controls and appropriate and accurate access is provided to GNS systems.
• Act as a subject matter expert (SME) by participating in project meetings, technical releases and testing activities.
• Support internal and external audit requirements pertaining to user access administration. Incorporate and adhere to guidance from internal Information Security and Control/compliance on an ongoing basis via PRSA, IAG & SOC control assessments & evidence provisioning.

Provide world class service to customers of the team and support business process improvements for operational processes for ongoing excellence.

• Provide support for implementation and maintenance activities of the Network CRM (Salesforce) tool.
• Interpret the impact of business and industry changes to the systems administered and customers of Knowledge base and other systems.

Experience

• Minimum 3+ years of experience in operations & servicing
• Prior experience of working in operational SLA driven environment
• Understanding of any CRM tool or Salesforce Servicing experience will be an added advantage .
• Highly motivated with a positive attitude, strong aptitude and overall thirst for learning.

Required Qualification

• Strong analytical and problem-solving skills, with an ability to analyze data, identify trend to exercise sounds judgment in support of team responsibilities.

Academic Background: Bachelor s degree in engineering, computer science, information technology, mathematics, statistics or equivalent

Functional/technical skills: Tableau/Power BI/Excel/VBA, MS Office Suite.

• Hands on work on large data sets pulled using Tableau and standard BI toolkits such as, Power BI.
• Strong technical background data analytics and data visualization
• Adept with web-based applications. Salesforce knowledge/certification will be a plus
• Demonstrated proficiency with use of Excel and PowerPoint
• Direct/Indirect leadership experience with ability to lead people and create highly effective and results-driven culture.
• Exceptional strategic, critical, and creative thinking to problem-solve obstacles and develop winning solutions. Technical acumen and desire to develop and innovate existing processes.
• Handle ambiguity in a fast-moving organization and thrives on a high level of autonomy and responsibility.

Critical Factors to Success

• Attention to detail is a paramount aspect of this role; flawless execution of tasks along with ability to identify and create process workflows.
• Strong Interpersonal & Project Management Skills. Excellent time management skills, ability to work simultaneously on multiple tasks while adhering to established deadlines.
• Strong self-starter and team player who thrives in a fast-pace, lean and often coping up in an ambiguous environment and can work independently with minimal supervision.
• Ability to build relationships, mobilize cross functional teams and f lexible to collaborate with multiple organizational and global teams, stakeholders & customers across various time-zone and onshore/offshore teams.
• Passion for new payments technology, innovation, and customer experience

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