Project Analyst II – Performance Absence Governance (PAG)

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Performance, Absence, & Governance (PAG) Leader

The Performance, Absence and Governance (PAG) team is an innovative team supporting our colleagues and leaders across TLS, you will be delivering Customer First and Colleague First strategic initiatives to drive consistent performance across attendance and other key metrics. 

This leader will be responsible for the timely review of procedures, absence reporting, training materials, complaints and monitoring output, frontline communications and alerts, and other marketing and servicing related materials. 

Responsibilities

• Leverage absence and performance insights to deliver innovative solutions to enable our front-line colleagues to thrive in their careers at American Express and drive exceptional outcomes for our business.
• Partner with the senior leadership team across TLS to oversee the day-to-day flawless execution of absence management processes by ensuring the adherence to our Standard Operating Procedures.
• Act as liaison between leadership and Employee Relations to ensure consistent adherence to American Express Policies that supports the Colleague First & Customer First Value proposition.
• Define the strategy to equip our team leaders with the tools and knowledge required to meet the specific physical and mental health needs of our frontline colleagues in a dynamic and changing environment.
• Provide tailored recommendations to ensure a robust performance management strategy across all TLS functions.
• Implement innovative best practices and provide sustainable solutions to improve absence levels and performance metrics.
• Governance of the application of existing tools to record and manage absence across TLS.
• Monitor absence levels and performance metrics across TLS, identify trends, and create standardized reporting and insights to enable recommendations to senior leadership.
• In-depth knowledge of current absence and performance trends.
• Monitor, control and educate on Sales Misconducts and Consequence Management documents, ensuring actions are taken in a timely manner.
• Support Complaints and Compliance programs for our organization, in collaboration with our servicing teams.
• Partner with Team leaders and GOCM on Key Performance Metrics critical to operate an efficient operation (i.e.: ATS, CHT, Aux Idle, System Issues, etc.).
• Lead the development and strategic management of colleague-facing Standard Operating Procedures to ensure clarity, consistency, and operational alignment.

Minimum Qualifications

• Advanced or Expert proficiency with Microsoft Excel
• Flexibility for ad hoc and prescheduled meetings
• Ability to work under pressure; able to manage multiple tasks and changing demands
• Outstanding communication skills, both written and verbal
• Proven problem solver with the ability to quickly form decisions and deliver exceptional follow through
• Analytical skills: Able to interpret data from multiple sources (MIS, data/reports, etc.) and translate into trend information and practical action plans
• Proven track record managing colleagues in line with Amex Absence and Performance Policies