Manager Risk Management

You Lead the Way. We ve Got Your Back.

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 let's lead the way together.

Global Services Group (GSG) Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences and sales operations & business enablement. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex s reputation for trust, security and service.

Emerging as the Enterprise Utility, Sales & Business Enablement (SABE) within GSG is an internal servicing team providing sale performance reporting, platform servicing & capabilities, platform servicing operations & other business enablement services driving standardization & agility for the organization. SABE s vision is to make internal servicing as strong as external servicing and thus it keeps pushing the boundaries for Sales, Merchant & marketing group s effectiveness through innovative use of technology & process transformation.

Role:

SABE is looking for a dynamic individual to lead the Digital Enablement and Customer Experience Team at SABE Salesforce Platform Servicing group. This team is dedicated to empowering users, optimizing customer experiences, and driving adoption of innovative digital tools and solutions. The ideal candidate will combine strategic vision with operational excellence to enhance self-service capabilities, improve user engagement, and elevate overall customer satisfaction.

Responsibilities:

• Drive Digital Enablement through Self-Serve Strategy and Customer Experience initiatives on Salesforce. com Platform Servicing teams.
• Drive scalable adoption and optimization of digital self-service solutions like Chatbots (RASA based bot, Einstein bot, Agent force etc. ), Knowledge and self-serve features, through close collaboration with key stakeholders to enhance user empowerment and operational efficiency.
• Ensure the development and maintenance of a robust knowledge base with up-to-date resources to facilitate user self-sufficiency.
• Lead initiatives to enhance customer feedback mechanisms, leveraging tools like CSAT and NPS surveys to gather insights.
• Develop and implement strategies to improve servicing communications and customer engagement.
• Regularly assess and enhance service standards through quality audits and user feedback.
• Identify and prioritize opportunities for innovation in self-service enablement and digital engagement.
• Collaborate with cross functional teams to align digital enablement and customer experience goals with broader organizational objectives, effectively communicate and implement operational strategies, and secure stakeholder buy-in to drive successful execution.
• Define and implement comprehensive metrics to monitor and report on the impact of digital self-serve tools and customer experience initiatives, ensuring with key performance indicators and driving continuous improvement.
• Invest in establishing and growing relationships with multiple teams to develop trusted partnerships
• Build a strong and effective team to support delivery. Identify and attract strong talent to the team, drive engagement and maintain high morale
• Ensure compliance and regulatory requirements of the support process
• Communicate optimally with peers, architects, system analysts, project managers, quality control, and across other technology team boundaries, reporting project status as the need arises
• Build a culture of innovation and continuous improvement and collaboration in the team.
• Responsible for establishing/publishing success metrics for servicing teams, meeting servicing targets, capacity planning and business continuity planning
• Partner & support the execution of key initiatives to enhance productivity & efficiency through automation and customized service offerings.

Critical Factors to Success (Outcome Driven):

Business Outcomes:

• Transform the team from product centric to customer centric operating model by providing end to end servicing on user issues
• Improve responsiveness and quality of case management using process & technology transformation
• Build a champion team who is focused on delivering business results with servicing and innovation at their core
• Enhance customer service experience by incorporating self-servicing capabilities & upskilling team members on new age technology platforms & capabilities to provide strong customer service

Leadership Outcomes:

• Put enterprise thinking first, connect the role s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings by researching, evaluating, and deploying cutting-edge technologies (e. g. , chatbot enhancements, AI/ML) to stay ahead of industry trends
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity
• Lead with a digital and Automation-First Approach and deliver the world s best customer experiences every day by identifying opportunities for automation of routine processes, driving operational efficiency
• Critical Thinking: Strong analytical and problem-solving skills, with a focus on data-driven decision-making and proactive issue resolution.

Minimum Qualifications

7+ years of experience in a business environment, 3-4 years of people leadership experience.

Strong understanding of salesforce platform.

Strong leadership skills with experience of leading support operations team over several years.

Experienced at working with customers and partners at various levels of an organization in matrix environment.

Ability to communicate clearly and develop relationships with business partners.

Flexible work hours to support project across multiple time zones.

Proven ability to work creatively and analytically to solve problems.

Ability to meet strict deadlines and in a fast-paced environment.

Excellent team player able to work with virtual and global teams.

Preferred Qualifications

• Salesforce Service Cloud certification
• 5+ years of experience in digital transformation, customer experience, or a similar role in an Enterprise Platform Environment.
• Proven track record of leading and managing high-performing teams.

Skills/Capabilities

Technical

Salesforce. com skillset : Configuration, SOQL, Process Builder & Visual flows, Validation rules, SFDC Service cloud, Knowledge Base

Know-how of emerging tech like AI/ML/analytics/chatbots- Einstein/Agent force/ RASA, automation tools like Selenium/Python

Reporting & Dash boarding (including Einstein Analytics Cloud).

Service cloud operations & best practice.

Data Management & Security controls.

User & License management.

Functional

Understanding of sales, merchant & marketing lifecycle.

Expertise in running large scale operations.

Knowledge of Enterprise system integration and platform architecture.

Expertise in Project Management.

Expertise in Agile Scrum methodology.

Knowledge of CSAT for better user experience.

Preferred: Understanding of Control & Compliance.

Platforms

MS Office Suite (Word, Excel, PowerPoint, Access)

SFDC & related technologies

Rally & JIRA

SQL

Preferred:

Apex

Visualforce

Behavioral

Enterprise Leadership Behaviors

• Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
• Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
• Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

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