GOCM Manager - Fraud

at  American Express

QUALIFICATIONS

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 or onsite 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Job ID 24014368

ABOUT THE ROLE:

We’re looking for a top caliber Global Optimization and Call Management Service Delivery Leader who will be setting and executing on the Short-Term Planning & Real-Time Management strategy for the site and will act as the Contact Centre Management & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team and GCCM at large. The GOCM Manager must demonstrate strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, MIS, Technology, Finance, Marketing, Human Resources, Learning, Engineering, Global Business Integration, various Centers of Excellence, and the other Planning communities across the globe.

OTHER TASKS AND QUALIFICATIONS:

• This thrilling role will primarily work closely with the Workforce Team Leaders to drive performance improvements and reviews of the team.
• Proficiency with Microsoft Office, especially Excel, and PowerPoint
• Project management skills, knowledge and experience of successfully leading projects, a plus
• Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) will be useful
• Knowledge of machine learning will be an added advantage
• Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau, a nice to have