American Express is hiring for the position of Business Analyst/ Operations Support in Gurgaon India. Candidates with Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | American Express |
| Position | Business Analyst/ Operations Support |
| Qualifications | Bachelor’s/ Master’s Degree |
| Batch | 2018/ 2019/ 2020/ 2021/ 2022/ 2023 |
| Experience | Freshers & Experienced |
| Location | Gurgaon (Hybrid) |
Key Responsibilities for Business Analyst:
- Manage agent scheduling, off the phone activities, and training coordination in WFM tools.
- Designing, producing, and implementing specialist shift patterns that acknowledge the requirements of the business.
- Recommend schedule adjustments, changes and off-phone activities based on staffing needs and changing business requirements while ensuring accurate tracking.
- Developing and leveraging close relationships with business partners to enable successful delivery on operational goals.
- Driving key metrics by making considered recommendations based on identifying and analyzing data and implementing strategies.
- Review the prior day’s performance against forecast analyzing the issues and impact on Service Level and key performance metrics in voice/digital/dialer LOBs.
- Manage & supervise available ‘day’ resources (CCP Availability to handle calls/chats) to ensure adequately deployed & multi-skilling optimally optimized.
Key Responsibilities for Operations Support:
- Review, action, and document root cause and resolution for customer complaints and servicing issues.
- Ensure complaints and servicing issues are properly coded to meet regulatory reporting requirements
- Identify and escalate trends and defects that have a potential legal, regulatory or servicing risk
- Provide coaching and feedback to Team Leaders and Customer Care Professionals.
- Ensure compliance with Complaints Management Policy and other legal/regulatory requirements.
- This role may be subject to additional background verification checks.
- Ability to ensure accuracy in all deliverables and independently oversee daily work with adherence to business requirements and process controls.
- Demonstrated experience handling multiple priorities with strong attention to detail and excellent follow up skills.
Eligibility Criteria:
- The incumbent should be Graduate with a bachelor’s degree.
- High degree of accuracy, attention to detail & ability to multitask effectively.
- Bachelor’s Degree or higher.
- Competency in Microsoft Office: Word, Excel, PowerPoint, Project and Visio.
Preferred skills:
- Presentation of plans to senior stakeholders.
- Excellent communicator with the skills and talent to build strong and positive relationships.
- Self-motivated planner and organizer with a strong work ethics.
- Problem solver who can think fast, spot trends, generate new ideas and deliver on tight deadlines.
- Experience in Performance Management (Preferred).
- Ability to work flexible hours based on business needs.
- Appropriately handles sensitive information with confidentiality.
- Demonstrated ability to influence without authority.
About Company:
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day.
How To Apply?
- First, read through all of the job details on this page.
- Scroll down and press the Click Here button.
- To be redirected to the official website, click on the apply link.
- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
