American Express - Senior Manager - Work Force Management - MIS

American Express entered the travel agency business in 1915 and today is one of the world's largest luxury travel and lifestyle services networks.

- The Global Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure or business travel, as well as a variety of lifestyle services. TLS serves American Express Card Members across 25 markets around the globe via a number of servicing channels including: phone, email and online.

- Service offerings differ by card type, with the phone channel predominantly servicing premium Card Members (i.e. Platinum & Centurion) with unique servicing models for each.

- The business continues to experiment and evolve with new servicing channels and models that will deliver improved experienced for our Card Members

- For the past few years, the TLS business has been on a path to build increasingly global experiences for our Card Members, while allowing us internally to identify opportunities for greater efficiency, best practice and innovation across the network.

- Within the function of Workforce Management (WFM), the former US and international WFM Teams were moved to report into the same Vice President and as a result began to think and act more globally.

- A key next step in the journey is to transform the organizational structure of the team to better align with its strategic priorities of:

- Establishing Global Standards & Best Practice : Instituting Best in class WFM practices across all TLS Markets to allow us to be as efficient and effective as possible (eg. Forecasting, scheduling, Capacity planning)

- Providing relevant Local Market support: Providing consistent, proactive and actionable support to TLS market Operations teams as key partners, optimizing our workforce resources to balance between the pillars of Customer. Shareholder & Employee.

We are seeking Service Delivery Leader (SDL) - MIS & Real Time to join the Global Workforce Management Team.

Primary responsibilities for this role include :

- SDL would be responsible for managing the MIS & Real Time Team of approximately 14 team members located in India.

- Detailed understanding of databases, data management, understanding of data flows.

- Develop proactive strategies for managing Real Time Team to support Global Travel & Lifestyle Markets.

- Achieving balanced focus between providing the data to recommendations to insights from MIS perspective to drive decision making for future.

- Perform deep dives into metric and volume trends, drive accuracy of all operational MIS, and identify best practices and process improvements

- Actively participate in strategic market decisions, partner with Business Transformation, Learning & Development and WFM Leadership to drive consistency on information.

- Demonstrate ability to develop and execute the most innovative solutions

- Awareness of new methods to analyze data, including the most recent in technology platform

- Develop, manage and improve key performance management processes across all functions.

- 10- Shift 24X7

Qualifications :

- Bachelor's degree or equivalent combination of education

- Functional expertise of 4+ years leading a large scale, multi site, multi channel Workforce Management Team ( - 300 Employees)

- Strong Knowledge/Awareness of either/both eWFM & IEX Platforms

- Natural Problem solver

- Extremely strong analytical skills, including being strong in WFP & financial elements

- People Leading Experience is a must.

- Global Mindset

- Self starter, Excellent on Relationship building skills

- Outstanding written and verbal communication skills

- High on collaboration skills ( Finance, Operations, Business Transformation, Recruitment & Learning & Development)

- Ability to translate complex situations into simplified stories

- Leadership/Demonstration of ability to manage, lead, delegate and develop high performing team

- Avaya/Telephony Platform awareness

- Highly numerate with strength in accuracy & attention to detail in a high output & speed environment

- Expert understanding of call center management principles and call delivery principles

- Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word, Access and Project

- Manage conflict and influence decisions

- Ability to work flexible hours