Senior Manager - Strategic Planning

American Express; Gurugram District; Hybrid; INR 2,500,000 - 3,600,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability benefits

Flexible hybrid work

Parental leave

Wellness centers

Counseling services

Career development

Job summary

American Express is seeking a Servicing Strategy & Transformation professional to join the SEO team within Global Servicing. You will conduct data-driven analyses to shape business strategy, develop quantified business cases, and manage cross-site initiatives that enhance customer experience and operational efficiency.

You will partner with Operations, Capabilities, and Technologies to drive impactful programs, communicate with senior leaders, and navigate a dynamic matrix environment while

Qualifications

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

Responsibilities

• Conduct structured analyses to inform and build business strategy backed by data and financial impact.
• Develop and build structured business cases for steering and investment framing across markets and capabilities.
• Drive implementation of large, medium, and small-scale projects to improve GS efficiency and effectiveness.
• Partner with Operations, Capabilities, and Technologies to address key business opportunities.
• Enable tactical delivery of strategic themes by making processes easier, faster, and more consistent.
• Oversee multiple concurrent high-complexity initiatives across multiple sites.
• Deliver, measure, and report key success metrics to leadership with robust governance.

Skills

Project management

Business management

Data analysis

Stakeholder comms

Change management

Education

Bachelor’s/Master’s in Industrial Engineering or related

Job description

Job Description:

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 valuesand 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.