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Wednesday, November 21, 2012

Various BPO/KPO/Back-Office Openings at AMEX India (Day Shifts Available)


Business Analyst/Sr. Business Analyst-1211915

Description
 User Acceptance Testing & Business Analysis / Improvement Identification
• Map Out And Document American Express Business Travel Business Processes (Including Information On Process Flow/Detail, Resources Engaged, And Effort To Gain Ratios).
• Create Test Charter, Test Plans, Conduct Testing & Report Relevant Results To Leadership.
• Proactively Engage Key Personnel In All American Express Business Travel Units To Analyse Their Needs And Processes.
• Identify Opportunities Of Improvement In Business Functionality And/Or Efficiency Via Existing, Enhanced Or New Systems.
• Develop Promising Ideas And Opportunities For Improvement Into Prospective Projects.
• Develop Scope, Business Requirements, For Assigned Projects.
• Co-Ordination Between Different Departments For Solutions For Various Situations That Arise In Business As Usual Environment.
Projects
• Identify Opportunities Of Improvement In Business Functionality And/Or Efficiency Via Existing, Enhanced Or New Systems & Run ‘Mini’ Projects On The Same For Continuous Improvements
• Develop And Maintain Project Reporting On The Standard Project Management System To Capture, Track And Report On Ideas, Testing, And Their Progression Up To Project Development Status Or Other Closure.
• Maintain A List And Priority Of Development Items That Can Be Used To Both Document Success/Progress To The Business As Well As A Work Stream For The Development Team
• Implementation Of Best Practice Approaches To Quality And Process
• Assessment And Review Of Process Flow And Documentation

QualificationGraduation Or Equivalent Qualification Required.
3 Years + Experience In The Corporate Travel Management Industry Preferred
• Knowledge Gds Platforms (Galileo & Sabre But Not Limited To)
• Knowledge Of Business Systems Utilized In Corporate Travel Management Industry Like Front Office Processes, Mid Office Processes, Back Office Process Etc Preferred.
• Previous Business Analysis Experience (Process Mapping, Scope Definition, Requirements Definition, Functional Design, Testing, Implementation And User Training) Preferred.
• Understanding Of Email Systems Like Talisma, Rightnow Or Have Performed Previous Development Or Testing In The Telecoms/Interactive Space.
• Previous Experience In Being A Part Of Project Teams Preferred.
• Flexibility Of Working Hours (Essential) Candidate To Be Flexible Working 24x7.

BTA Analyst Job  -1214831

Description
- Handle Queries And Disputes Of Bta (Business Travel Account) Clients Timely And Accurately
- Build Excellent Business Relationship With Travel Agencies , Airlines And Other Relevant Linkages
- Deliver On Key Metrics Related To Bta Dispute Inventory And Work Closely With The Bta Reconciliation Team
- Manage The Quality / Matching And Bta Statement Process
- Provide Outstanding Service To Travel Agents And Clients
- Ensure Latest Updates And Policies Are Complied With At All Times.
- Report, Analyze And Recommend Process Improvements In Light Of Trends Observed For Disputes And Queries Etc.
- Help With The Mis Of The Process The shift timings are 08:30 to 1700 hrs
Qualification
Graduate With A Minimum Work Experience Of 3-4 Years Preferably In The Consumer Finance Risk Area.
- Understanding Of Accounting Principles.
- Strong Customer Focus.
- Sound Decision-Making Ability Along With Good Ms Office Skills, Specially Ms Excel
- Card /Finance Servicing Background Would Be Preferred.
- Ability To Work With Multiple Constituencies / Departments in a Demanding Environment.
- Working Knowledge Of Amex Customer Service And Risk Delivery Systems Including Ar, Cas.
- Knowledge Of Travel Accounting / Travel Agency Functioning Would Be An Added Advantage


CCP Job - 1215204

Description
The Primary Objective Would Be To Deliver Very High Standards Of Customer Service By Handling Correspondence / Email / Calls From Program Administrators -Ensuring Resolution Is Provided Accurately & Promptly.
- Complete All Transactions Agreed With The Customer And Adhere To All Timelines And Deadlines Set.
- Handle All Calls, Written Customer Enquiries, Maintenance And Non-Se Disputes For Customers In A Timely And Accurate Manner.
- Ensure Smooth Functioning Of Cmm By Meeting Key Performance Indicators & Achieving Laid Down Slas.
- Work With Other Operations Departments And Customer Groups To Deliver Quality Service And Support New Product Launches, Promotions Etc
- Contribute Towards Team Goals By Strictly Managing Individual Productivity Targets.
- Conduct Root Cause Analysis Of Incoming Correspondence/Emails/Calls To Recommend Changes In Work Flows, Procedures, Servicing Levels, Based On Customers Demands To Meet Their Needs & Ensure Exceptional Quality Service At All Times.
- Suggest Process Improvements / Changes To Achieve & Ensure “First Contact Resolution”.
- Responsible For Ensuring Good Scores On External Customer Surveys E.G. Vocm, Corporate Tbass And Gkcs.
- Should Be Self Driven And Be Able To Identify Ways To Do Things Differently That Will Continuously Improve The Business.
- Demonstrate Personal Excellence In All Tasks And Responsibilities.
Shift Window : 7:00 am till 7:00 pm

Qualification
Graduate With A Minimum Work Experience Of 2- 4 Years Preferably In Card Operations / Customer Services Area.
. Sound Written And Verbal Communication Skills.
. System Savvy And A Keen Learner Of Mainframe Systems And Complex High Value Card Products. Good Pc Skills Especially Ms Package.
. Sound Decision-Making Ability.Sound Card Servicing Background & Front-End Customer Servicing With Global Relationships.
. Ability To Work With Multiple Constituencies / Departments
. Ability To Work Within A Demanding Team Environmentstrong Customer Service Skills.
. Working Knowledge Of Amex Customer Service And Risk Delivery Systems Including Ar, Cocas, Wcc And Cas.Understanding Of Corporate Credit Procedures Would Be An Added Benefit

Sr.Team Member- Collections-1212260

Description
The Incumbent Will Be Responsible For Driving Results And Managing Performance Of Collection Agencis For The India Domestic Market. He/She Will Be Expected To Continually Oversee/Optimize The Overall Performance Of Agencies Through In-Depth Analysis On Effectiveness Of Collections, Key Process Indicators And Collector Level Effectiveness
Key Responsibilities Would Include:
Manage Collection Operations For Gcp Post Write-Off Portfolio
Carry A Small Business Owner Mind-Set Working With A Strong Sense Of Urgency And Purpose In The Execution Of Treatment/Solutions.
Partner With Agencies To Identify Opportunities/Root Cause, Deliver And Monitor Solutions To Improve Overall Performance
Leverage Best Practices Across The Oa Network Through Learning From /Sharing Successes Among Other Agencies And With Proprietary Sites.
Ensure Agencies Are In Strict Compliance With Regulatory, Financial And Axp Requirements
Define And Track Collection Metrics At The Agencies
Allocation Of Cases, Undertaking Field Visits, Carry Out Account Level Reviews
Training Agency And Collectors Regarding Axp Policies, Product, Procedures At Periodic Intervals
Shift Timings - 0830-1700 hours

Qualification
An MBA Or A Post Graduate In A Similar Discipline Is Required Or With 3-4 Years Of Experience In A Performance Delivery Role.
Deep Understanding And Knowledge Of The Gcp Portfolio In India Market.
Strong Communication And Relationship Management Skills To Interact With Gcp Account Developmenet Managers And Corporate Relationship Managers, To Drive Collections.
Proven Ability To Influence And Maintain Strong Partnership With Agencies.
Self Directed With Strong Interest In The Collection Business And Passionate In Driving Business Results.
Strong Thought Leadership In Quantitative Analysis And Operational Processes. Most Importantly, Able To Incorporate Both Analytical And Operational Aspects Into Business Thinking And Solution To Drive Performance
Proven Ability To Successfully Multitask/Manage Multiple Initiatives At The Same Time
Creative Yet Practical In Driving Innovations


Rep - Risk and Fraud Job - 1215012
Description
- Perform multiple customer support tasks such as Redemption Claims, Due Diligence, Abandon Property, Opt Out, World Wide Refund Fees, BOL Emails, Fulfill Refund Requests and Voucher Check Stop Pay.
- Prepare and review all refund related bank transfers and manual voucher checks and give to Team Leader for approval.
- Perform multiple consumer risk tasks such as PCR, Marketing Repurchase Requests, CFT Repurchase Requests, Altered Cheques, etc.
- Liaise with Risk Management, TRS Security, Global Paids Exceptions and Customer Relations as required to process all consumer risk tasks
- Responsible to train and develop to be part of a high performance and self motivated team. Responsible to mange day to day tasks and meet / exceed performance targets, employee engagement targets and take advantage of development opportunities.
- Evaluate workflow processes, identify workflow process gaps and give process improvement suggestions. Participate in the testing of new products and Systems and the implementation to production.
- Liaise with various Customer Service Centers, AMEX Regional Centers and other internal departments such as Technologies
- Prepare monthly reports of key indicators (closed claims, redemptions, Risk Management) and submit to Management for review and approval.
- Provide updates to the Knowledge Center.

Qualification
- Graduate/ Post Graduate with 0-3 years of post qualification experience.
- Strong written and verbal English and Spanish language.
- Excellent Customer Service skills
- Time management skills and the ability to handle multiple tasks and meet deadlines.
- Professionalism and good team player skills
- Ability to identify gaps and initiate resolutions
- Data Base development and knowledge of Access, Microsoft Excel, Word and Power Point
- Good judgment in conjunction with analytical and negotiation skills.
- Knowledge of travelers cheques operations, processes & systems (ALARMS, SPS, REPES, POS AUTH, Hits, TCDSS Workflow, Seibel, Internet, Lotus Notes, EVISION, BOL, Western Union, NICE, ) will be an added advantage.
- Flexibility to work in different shifts primarily afternoon and night shifts.

Apply Online at http://jobs.americanexpress.com/go/India-Customer-Care-Jobs/194427/
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