Manager Operations Excellence

Overview: Customer Fulfillment Network (CFN) offers wide range of services to its Customers, Merchants and Commercial Clients .CFN has a global footprint in 15 Delivery Hub’s from where it offers customer service to 24 markets in multiple languages. 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. 

Role Description: As CFN continues to evolve and grow its servicing landscape, Digitization & Automation of back-office processes is becoming more critical as it directly impacts customer experience in a highly competitive payments landscape. This position will be responsible for enabling Communication & transformation framework, by leveraging and coordinating with cross-functional leaders, with deep focus on Process Standardization and Customer First. 

• Project Management , MIS Support and Data Analysis for CFN

• Engage with CLIC Capabilities, Automation COE , Communications working partner and work on key Transformational projects

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

• Ownership of key workstreams – Automation to track and improve our customer engagement and operational activities and fostering a spirit of collaboration across teams

• Relationship leadership, including ability to develop strong working relationships with business partners across AXP and oversee the development and execution of a portfolio of initiatives especially in the Communication workstream

• Exposure towards Project Management, MIS capabilities and data analysis framework

• Must possesses an exceptional track record of commitment to integrity and service

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

• Exposure & experience in Consumer, Merchant & Commercial Services

• Excellent communication skills – both written and oral, with experience leading discussions with Senior Leaders where decisions need to be made based on the facts presented

• Good relationship management and collaboration skills with the ability to influence others, both internally and externally, across many geographies

• 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