Executive|Operations

You Lead the Way. We’ve Got Your Back.

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 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 let's lead the way together.

Functional Description:

Customer Fulfilment Network (CFN) is an integral part of Global Servicing Operations (GSO) with over 2,000 employees and is a key servicing component of the larger Global Servicing Group (GSG). CFN offers wide range of services to its Customers, Merchants and Commercial Clients – E.g. End to End Disputes Management, Set-Up & Maintenance and Research & Reconciliation. CFN has a global footprint in 15 Delivery Hub’s from where it offers customer service to 24 markets in 1+ different languages. Approx. 30 million customer requests and transactions are fulfilled every year. CFN plays a critical role in companywide efforts to streamline processes, enable digital fulfilment and adhere to market regulations, policies, audit requirements and compliance framework. Performance measurement is a key component of improving customer experience and metrics such as Service Levels, Recommend to Friend (RTF) and Case Time Resolution (CTR) play a vital role in enabling a customer-centric organization.

JOB DESCRIPTION
• This role involves interacting with internal & external clients (authorized signatory/client managers/ merchants etc) and resolving their inquiries over email/calls.
• It also involves reviewing and onboarding Merchant Applications and KYC documents for CLM & PSF merchants
• Should have knowledge of KYC.
• Work on daily inventory towards cases related to merchant servicing and onboarding.
• Keep a close eye on gaps & recommend solutions to plug them.
• Consistently manage high volumes of work accurately and efficiently while working under stringent timelines.
• Monitor the daily suspense volumes and liase with internal & external clients (authorized signatory/client managers/ merchants etc.) over emails/calls to reduce the volume
• Carry out Due Diligence activities to ensure all dues are released to the clients
• Focus on merchant requirement, productivity, and efficiency to ensure SLA’s are met
• Contribute towards team goals by strictly managing individual productivity & quality targets while maintaining system metrics.
• Take ownership of the email/issue and resolve to customer’s expectations to deepen relationship and achieve highest level of customer satisfaction
• Understand, determine, and anticipate customer needs and present solutions as appropriate.
• Demonstrate strong focus on process improvements.
• Ensure adherence to and compliance with organization policies and audit controls.
• Build an excellent rapport with the team & other business groups to ensure smooth day to day operations

QUALIFICATION
• Graduate/Post-Graduate.
• Relevant experience an advantage.
• Excellent oral and written communication skills.
• Strong interpersonal and coordination skills.
• Strong and committed customer focus and consistent demonstration of service excellence.
• Compliance with company policies and procedures.
• Ability to take independent decision & meet stringent deadlines.
• Good computer skills.
• Good command over MS Excel, Access & PowerPoint.
• Strong focus on results

Compliance Language

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, ****** 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