Senior Manager - Strategic Planning
American Express · Posted Oct 7
Banking, credit card, payment network, and travel services
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About the role
Global Servicing (GS) at American Express is an interconnected team of nearly 30,000 employees and partners across 22 markets focused on serving customers and shareholders. Within GS, the Global Servicing Strategy & Transformation team (GSST) provides strategic and executional support, and its Servicing Engineering & Optimization (SEO) team devises and implements cross-GS strategies, programs and products to elevate customer servicing experience, improve operational efficiency and drive revenue. Reporting to the Director of SEO, this Senior Manager role conducts structured analysis, builds business cases for executive decisioning, and drives implementation of cross-GS initiatives with Operations, Capabilities and Technologies partners.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
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