Manager - Risk Management

Function Description:

Global Servicing(GS) brings together the company’s external and internal servicing functions to provide best in class servicing to our customers and colleagues.

Sales Operations & Business Enablement

Enterprise Data Platforms (EDP) team in Enterprise Digital & Data Solutions (EDDS) is responsible for leading Amex data & capabilities on the centralized enterprise platforms. Key data platforms- Lumi and Cornerstone uses big data-based environment to house all Amex data and a key analytical environment for carrying out data analytics and support business decisioning.

EDP also has product ownership of multiple BI products, DQ capabilities & Data Streaming and Decisioning Platforms including Sisense, nVision, HyperDrive, Qalibrate etc. These products enable users across the Enterprise to drive their analytical, reporting, BI & DQ needs.

EDP Business Support team in SABE will be responsible for providing centralize servicing for these platforms/ products and ensure timely resolution to queries raised by platform users, driving & governing core platform functions while working closely with the EDP Product owners.

• Lead, coach and mentor a team of business analysts to implement servicing standards and data quality framework for the widely used EDP product
  
• Work with customers to identify, specify and document complex business requirements and provide appropriate solutions, specifically around prioritized product enhancement initiatives
  
• Manage customer expectations including scope, schedule, changes, capacity, and problem resolution
  
• Drive high engagement with customers to ensure on-time, high quality project deliverables
  
• Lead effort to automate and standardize new product development to increase efficiency and accuracy
  
• Provide functional and technical guidance to the Team
  
• Conduct deep analysis to uncover trends, recommend business solutions and implement strategic initiatives
  
• Drive partner and team engagement through governance call,1 on 1 s and other connects
  
• Team development evaluation assessing proficiency on tools, technologies, and data
  
• Get involved in initiatives of SABE to advance service offerings & support Exec teams in strategy building exercise
  

• Manage and enhance servicing experience for end customers through high quality resolutions & strong process adherence i.e. governance, reporting, escalation.
  
• Take appropriate action to close feedback loop by recommending solutions to unstructured challenges via correct channels
  
• Identify and document standard process guidelines to build knowledge within team and reduce the overall product issues
  

·         Be the Subject matter expert of the platform/product

• End to end ownership - Collaborating across platforms to deliver on business value for eg: Data Validations, Data Onboarding, Data Mapping, Metadata organization
  
• Drive initiatives to monitor, analyze & improve the quality of Data
  
• Formulate and communicate strategies in a clear and compelling way in the form of innovative reporting solution
  
• Manage customer expectations including scope, schedule, changes, and problem resolution
  
• Build Plug & Play Products & Capabilities Process 

How will you make an impact in this role?

Business Outcomes:

• Identify and solve complex customer issues spanning data needs, access problems, query optimization, tool troubleshooting and much more
  
• Drive insights from issues & partner with tech & business teams to provide product consultation to evolve the platform & overall user experience
  

• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders
  
• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
  
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
  
• Deliver the world’s best customer experiences every day
  

8+ years’ experience leading teams in production support or data environment

Preferred:

Bachelor’s degree in STEM fields w/ work experience in information management, strategy, or the payments business.

• Customer service, prioritization, multitasking, communication & leadership skills
  
• Case management system such as ServiceNow, JIRA etc.
  

Must have

Preferred –

• Big Data, Knowledge of Data Management systems
  
• MS Office suites (Excel, PowerPoint, Word)
  
• ServiceNow/Rally/ JIRA
  

• 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