Director - Project Management

Customer Fulfillment 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 fulfillment 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 role in GBIT will focus on process simplification and standardization, providing a launchpad for driving automation with scale and creating a nimble processing function that is servicing ‘true’ fulfilment activities.

Job Responsibilities:

·        Leading a highly motivated and diverse team to deliver on the critical goals of driving process simplification, standardization.

·        Driving Performance – setting clear goals at the team & individual level, while coaching and developing high performing team members to realize their potential in terms of personal & professional growth, quality & throughput of work, and project accountability & leadership.

·        Provide strategic thought leadership for top priority customer journeys, including linkages and dependencies with groups both 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.

Qualifications:

·    7+ years’ experience within American Express and a deep understanding of the GS environment

·    Excellent relationship management skills with proven ability to work with executive teams and to influence across the organization, both within and outside of GS.

·    Experience of leading diverse teams in a dynamic matrix environment – solving complex business problems innovatively.

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

·    Distinguished ability to coach and develop employees to maximize potential in performance and leadership.

·    Experience collaborating effectively across cultural and organizational boundaries.

·    Excellent presentation, communication, and negotiation skills.

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

·     This role requires a strong knowledge of our service & technical structure, plus, and an understanding of our digital strategy.

·    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.

·    Knowledge and experience with Global Services Group processes and functional areas preferred.

• 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