Global Relationship Analyst- Operations

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.

How will you make an impact in this role?

The Global Relationship Analyst provides oversight, identify trends and raise improvement efficiencies thought frequent collaboration with MS Program Manager. The Global Relationship Analyst acts as the central POC for the Global Outsourced Managed Servicing Model and leads strategic E2E managements of all service outlined in the Statement of Work and drive process improvements and efficiency initiatives both internally and with company. They will also facilitate interactions between Company and the Outsourced Managed Servicing. The Global relationship Analyst will report directly to the Manager of the Global Outsourced Services supporting OPA.  

Key Responsibilities:

• Effectively manage the Outsourced Servicing relationship with the client to ensure program goals are met
• Drive servicing performance across the client global corp. card program
• Proactively seek opportunities for process improvement and automation leveraging clients Technology where possible & offer solutions that are scalable in a global environment
• Lead strategic Project aimed to alleviating client friction points
• Manage all client escalation for employees and stakeholders
• Bring key stakeholders to close issue effectively. Hold frequent meetings with key stakeholders to ensure all needs are met
• Maintain robust servicing performance and SLA reporting
• Support any company internal audits or corp. card policy or expense policy as required.
• Own communication across the global OPA team for changes to client’s program, including PA’s. Work with relevant teams to ensure these changes are appropriately documented and clearly communicated to ensure a seamless transition in service from OPA!
• Quarterly BUR’s to be presented to clients to provide a holistic oversight of the servicing element of the program and provide consultation to recommend solutions and improvements on increasing servicing efficiencies and client costs.
• Global Consistency Mindset, should partners with the Global RL’s & OPA’s to ensure a consistent approach is taken for all OPA clients, whilst managing to tailor for individual client needs
• Feel comfortable with researching local/regional OPA processes/control/compliance requirements when required.

Minimum Qualifications:

• 2+ years’ experience servicing clients with proactive solutions that grow relationships by demonstrating proven relationship building, consultation, problem solving and analytical skills

• Proven experience in customer service with expertise in relationship management and consultation
• Knowledge of Corporate Card Servicing and processes would provide a distinct advantage.
• Experience on handling customer/client escalations.
• Possess strong analytical and problem-solving skills.
• Ability to communicate, influence and collaborate at all levels.
• Ability to translate complex solutions into tangible client-centric solutions for multiple clients
• Excellent project management skills and the ability to operate with a sense of urgency.