Project Analyst I

At American Express, service has been at the core of our company for more than 160 years. In taking care of our prospects and customers, Global Service Group (GSG) colleagues view each interaction as an opportunity to deepen a relationship. We aim to not only anticipate and solve customer problems, but importantly, add value to every interaction. The Global Partner & Specialty Services group (GPSS) is responsible for managing outsourced telephone partners that support our servicing network.

The analyst role will support the GPSS operations team on Card Services tasks. Responsibilities will include working with partners to drive results, creation and oversight of materials to support our phone Reps, reporting and analytics, invoice management, compliance/regulatory oversight and communication, project support and assisting with internal/external partner management. This exciting role provides the opportunity to become a subject matter expert in noncard products and partner management.

Key Responsibilities:

• Creation and maintenance of all CHC procedures, job aids, training materials and other partner facing documents
• Maintain budget and invoicing
• Review Business Self Testing (BST) and Complaints data for trending, create and communicate action plans to reduce overall error rate
• Facilitate and lead weekly Process Meetings and Monitoring Sessions
• HR ID management, GRAF updates and password resets for all assigned partner colleagues
• Assist in strategy optimization and cross functional implementation of new strategies
• Assist with internal/external partner management
• Provide detailed analysis on performance
• Perform ad-hoc analyses as requested and present findings to leadership
• Identify, analyze, present and close performance improvements as well as reengineering opportunities
• Partnering with multiple business units in a multifaceted dynamic environment to drive Shareholder, Customer and Colleague metrics
• Own and support specific B2C and GPSS projects

Qualifications:

• Organized and strong attention to detail.
• Ability to multitask and operate effectively in a rapidly changing, dynamic environment
• Self-starter with strong problem-solving skills and ability to work independently with minimal leader oversight
• Strong written and verbal communication skills
• Proven ability to build relationships and influencing without authority
• Organized and strong attention to detail
• Must be able to work effectively with multiple partners across both the internal organization and external agencies
• Strong desire to be a part of a fast-paced banking organization
• Ability to interact effectively with all levels to influence and drive results
• Project management skills with a growth mindset
• Strong M.S. Excel skills required (understanding how to develop and work with formulas, pivot tables, charts, etc.), MS PowerPoint/Word skills
• Bachelor’s Degree preferred
• 1-3 years of experience in call center/telecommunications or partner management

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.