American Express

Manager II-Project Management

Posted On

March 14, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

April 13, 2025

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

BU & LOB Description

The Global Services Group – Customer Experience Communications Governance Team within Global Billing oversees the development and governance of clear, accurate, inclusive, and meaningful servicing communications that show our customers that American Express recognizes their needs and provides relevant solutions.

To achieve this mission, the team develops and manages the tools, processes and standards that ensure that all servicing communications deliver on our Customer First principles, meet our brand, servicing and compliance standards, and are delivered within expected deadlines.

Specifically, the team utilizes an ITSM tool called RASC (Review and Approve Servicing Communications) for the review, approval, and maintenance of these servicing communications across the enterprise.

Purpose of the Role

We’re looking to fill this position with a well-rounded RASC Manager and people leader with strong leadership skills, process management and project management experience, superior relationship management skills, who knows how to work collaboratively with business partners, capabilities and technology teams.

Responsibility

· As the owner of the RASC process, the optimal candidate will be equally passionate about efficient processes and the customer and colleague experience in order to successfully:

· Own the governance intake process for RASC and capabilities, including the backlog and roadmap, ensuring we have the right tools in place to manage the governance of all of our customer facing servicing communications.

· Manage colleague and RASC requester expectations, help govern the quality of engagement and ensure better understanding of quick and efficient E2E communications process.

· Partner with members of the governance team and content approvers to develop effective operational processes, identify compliance gaps, and tighten controls; collaborate with Business, technology, and compliance partners. In addition, maintaining accurate SOPs for all processes across the Customer Experience Communication team will be critical.

· Work closely with Raven partners for servicing communication engagements and Raven Migration delivery.

· Collaborating with technology to improve customer experience on the RASC platform and provide a user-friendly UI/UX Design.

· Assist with proofreading documents which pass through the governance process.

· Assist in expediting the request end to end for a seamless approval journey.

· Maintaining annual review processes for servicing communications to ensure content accuracy while partnering with communication owners across the enterprise.

Qualification:

· Demonstrated past people leadership, coaching and management, as this role will manage at least 6 colleagues

· Strong analytical and critical thinking skills

· PMO or project management experience, particularly working with technology deliverables

· Customer focus, balanced with a rational business sense

· Demonstrated thought leader and creative problem solver

· Understanding of communications journey and processes would be an advantage

· Interest in process improvement and capability management

· Ability to manage a range of projects and responsibilities simultaneously with strict deadlines

· Strong customer focus and can-do attitude

· Excellent verbal and written communications skills

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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