Manager I-Project Management- Strategy, Change Management & Transformation

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this 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.

Customer Fulfilment Network (CFN) is an integral part of Global Account Processing Network (GAPN) and Global Consumer Servicing and Fulfilment (GCSF) with over 1,000 employees and is a key servicing component of the larger Global Servicing (GS) organization. CFN offers wide range of services to its Customers, Merchants and Commercial Clients – E.g. Set-Up, Account Maintenance and Research & Reconciliation. CFN has a global footprint in 15 Delivery Hubs from where it offers customer service to 24 markets in 19 different languages. Approx. 10 million customer requests 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.

Within CFN, the GBIT (Global Business Integration and Transformation) organization plays a pivotal role in driving Strategy, Change Management & Transformation initiatives to enhance efficiency and effectiveness of CFN Operations with the key goal of providing differentiated servicing and elevating cardmember experience. This position will be responsible for enabling the Transformation framework, with deep focus on Process Simplification, Standardization and Customer First.

How will you make an impact in this role?

• Lead the planning and management of a diverse set of initiatives that result in the achievement of sustainable, transformational goals.
  

• Identify opportunities to drive process improvements through process mapping, simplification, working with cross functional leaders within and outside of CFN.
  

• Ownership of work streams to improve our service, customer engagement and operational activities and fostering a spirit of collaboration across teams.
  

• Provide strategic thought leadership for top priority customer journeys, including linkages and dependencies with groups within and outside of CFN.
  

• Developing and executing strategic frameworks for vaguely defined business problems and ability to turn those frameworks into actionable projects that drive meaningful results.
  

• Champion transformational change across a variety of areas, establish appropriate governance and communication cadence.
  

• Partner with multiple teams including Operations, Capabilities, and Technologies, among others to develop collaborative approaches while jointly prioritizing and addressing key business opportunities.
  

• Innovative and progressive thinking to enable business growth, along with a strong ability to influence design, strategy, and execution when needed.
  

• Proactively anticipating the Control requirements of a process / function and ensuring that they are addressed.
  

Minimum Qualifications:

• Excellent relationship management skills with proven ability to work with executive teams and to influence across the organization
  

• Ability to leverage a strong Growth Mindset to elevate people leadership, through inspiration and motivation of a dynamic/diverse team.
  

• Experience collaborating effectively across cultural and organizational boundaries.
  

• Focus on the customer; demonstrate desire to understand and solve for customer needs and pain points.
  

• Prior large-scale project / process experience required, with a proven ability to think strategically, yet drive tactical execution through collaborative team efforts.
  

• Strategic thought leader with the ability to work through unstructured problems and develop clear action plans.
  

• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and Blue Box Values.
  

• Exceptional communication skills and proven ability to influence senior leaders and business partners.
  

• Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity and rapid change.
  

Preferred Qualifications:

• Proven years’ experience within American Express and a deep understanding of the Global Services environment

• Knowledge and experience with Global Services processes and functional areas preferred.

Non-considerations for sponsorship:

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

• 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