You Lead the Way. We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
How will you make an impact in this role?
This role will be a part of the CEN operations team and will support India CEN & Digital Servicing teams with a multitude of critical MIS & Payroll related tasks. It is a critical support role within Operations where the incumbent will work closely with the leadership team to establish & run a robust governance model on key operational aspects like performance MIS, audit & checks, payroll related inputs.
Key responsibilities:
Ownership & Governance of key operational & payroll related programs like IIY, Active Calling Allowance (ACA), Night Process Allowance (NPA), OJT incentives as per the Company / BU defined policies for CEN functions.
Ownership of collating, validating, reporting & processing of Power pay payouts as per the defined CLR & regulatory guidelines.
Represent the CEN executive office in Statutory Payroll Audits.
Preparing Executive level MIS dashboards, Site scorecards, Presentations for senior leader reviews.
Creation & publication of daily, weekly, monthly performance MIS reports covering all critical operational aspects & metrics.
Work in close collaboration with GCCM, NPM, OPM, GSN MIS teams to ingest & process data, providing meaningful operational insights.
Review and analyze long term / short term performance trends in conjunction with business priorities to influence stakeholders on areas of focus to drive improvements.
Participate in business level & operational reviews to understand the changing needs.
Partner with Operation leaders in designing customize MIS reports based on evolving business needs.
Qualifications:
Strong knowledge & understanding of CEN & Chat operating models.
Well versed with key performance metrics of CEN. Clear understanding of the operational definition & calculations of every metric.
Well versed with all reporting & MIS tools like NPM, Pulse, WFM, Cornerstone etc.
Highly proficient with MS Excel & Power point.
Experience with visualization products or tools like SQL, Python, Tableau is required.
Demonstrate problem solving, quantitative analytical and logistical planning skills, with the ability to create, analyze and interpret data.
The incumbent should have a minimum combined performance rating of 4 in the last annual performance cycle and should not be on any form of performance review at the time of applying for the job.
Graduate with an overall 5+ years of work experience with a minimum 2 years in the current role.
Shift Timing – 24*7
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.