Job Description – Management Trainee – MIS – Full Time

Global Services Group (GSG)

About American Express:

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

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 redefining what’s possible — and we’re proud to back each other every step of the way. When
you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a
common goal to deliver an exceptional customer experience every day.

We are a global services company and the world’s largest card issuer. Our direct relationships with many
millions of consumers, businesses and merchants worldwide – combined with our leading-edge risk
management, marketing, information management and data capabilities – enable us to offer an array if
valuable services that enrich lives, build business success, encourage financial responsibility and create
communities of people with common interests.

Business Overview:

Global Servicing Enablement (GSE) is responsible for delivering best-in-class learning experiences,
performance insights, and end-to-end staffing needs across Global Servicing Group (GSG) while
ensuring adherence to regulatory commitments that protect the American Express brand. The team
provides support to all CCPs and specialists who serve our customers globally every day and is
instrumental in helping GSG meet the demands of the future.

MIS & Advanced Analytics is responsible for creating a world-class Management Information System
that provides all levels of Global Services Group (GSG) operations teams with the ability to: Understand
Performance (Data Management and Metric/Report creation), and Drive Performance (Performance
Management and Analytics Insights). The team splits into the following areas: Service Process MIS, Risk
Process MIS, Performance Management and Customer Listening.

Job Responsibilities:

The role provided will be a part of one of four MIS team job families – Service Process MIS, Risk Process
MIS, Performance Management and Customer Listening. Specific job responsibilities vary as per Job
Family. Key role requirement and skills are outlined below:

(1) Servicing Process & Risk Process MIS – Design business metrics and drive robust
Performance management across Customer lifecycle – enabling customers, Disputes,
merchants, Customer acquisition, Credit, Fraud and Late-Stage collections.

(2) Performance Management – Incentive programs, Performance management tools and

insights.

(3) Customer Listening – Build & Drive customer Surveys, Sentiment Analysis & Deep insights on
advocacy and satisfaction of customers by working on Structured and Unstructured data.
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Key Skills involved: Communication, Stakeholder management, Project/Program Management,
Problem Solving, SAS/SQL, Python/Hive, Pyspark, BI tools such as Tableau.

Generally, the role will entail the following responsibilities:

• Ensure the processes that are created and implemented have strong value proposition for the
business and long-lasting usefulness.
• Create innovative solutions and solve complex business problems, leveraging leading
technologies like SAS, Big Data, Hive, Python, SQL, BI tools such as Tableau etc.
• Innovate with a focus on developing newer and better approaches using big data & machine
learning.

Selected candidate will be allocated to any of these job families, d epending on the role fitment and
business requirements.

Qualifications and Skills Required:

• Creative and innovative professional

• Strategic thought leadership and execution skills, strong negotiation skills and overall
relationship building skills
• Strong analytical skills and ability to work with complex processes & perform complex data
analysis
• Project management skills, ability to work on multiple projects and ability to work effectively in
a team
• Willingness to take risk and challenge the status quo
• Passion, Resilience & Decisiveness, Strong sense of personal accountability
• Strong decision-making skills, systematic problem-solving skills, and ability to negotiate and
influence others without having direct authority
• Ability to clearly articulate concepts and execution of projects; should be able to translate
complex analysis into a business storyboard that is easily understood

Job Location: Hybrid (Gurgaon)

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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