Manager Operations Excellence

Overview: Customer Fulfillment Network (CFN) offers wide range of services to its Customers, Merchants and Commercial Clients .CFN has a global footprint in 15 Delivery Hub’s from where it offers customer service to 24 markets in multiple languages. CFN plays a critical role in companywide efforts to streamline processes, enable digital fulfillment and adhere to market regulations, policies, audit requirements and compliance framework. Role Description: As CFN continues to evolve and grow its servicing landscape, Digitization & Automation of back-office processes is becoming more critical as it directly impacts customer experience in a highly competitive payments landscape. This position will be responsible for enabling Communication & transformation framework, by leveraging and coordinating with cross-functional leaders, with deep focus on Process Standardization and Customer First. Project Management , MIS Support and Data Analysis for CFN Engage with CLIC Capabilities, Automation COE , Communications working partner and work on key Transformational projects Lead the planning and management of a diverse set of initiatives that result in achievement of sustainable, transformational goals Ownership of key workstreams – Automation to track and improve our customer engagement and operational activities and fostering a spirit of collaboration across teams Relationship leadership, including ability to develop strong working relationships with business partners across AXP and oversee the development and execution of a portfolio of initiatives especially in the Communication workstream Exposure towards Project Management, MIS capabilities and data analysis framework Must possesses an exceptional track record of commitment to integrity and service Focus on the customer; demonstrate desire to understand and solve for customer needs and pain points Exposure & experience in Consumer, Merchant & Commercial Services Excellent communication skills – both written and oral, with experience leading discussions with Senior Leaders where decisions need to be made based on the facts presented Good relationship management and collaboration skills with the ability to influence others, both internally and externally, across many geographies Strategic thought leader with the ability to work through unstructured problems and develop clear action plans Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and Blue Box Values