Business Analyst

Job description

Global Merchant Services, the merchant network of American Express, acquires and maintains relationships with merchants who welcome American Express branded cards. Our goal is to be an indispensable payments partner to our partners while simultaneously delivering differentiated products and services that meet or exceed customer needs and drive revenue growth and premium economics for both merchants and American Express.

The National Client Group within Merchant Services – U.S., is responsible of overseeing the largest and most strategic U.S. – based merchants. Our mission is to be warmly welcome by merchants, and help them grow. B2B is a critical priority for the Global Merchant Services business, and American Express, and this role offers a prime opportunity to be part of a strategic growth industry at American Express.

The B2B Analyst role will focus on sales support for the General Manager and the client management team responsible for managing relationships with over 150 customers, and over $50B in spend. The role is highly visible, and will involve a high levels of interaction with the VP / GM of the business, as well as client managers and business partners across American Express, as the team sees to expand relationships with merchants, address servicing needs, negotiate contracts, etc. It is a terrific foundational opportunity to learn more about the Merchant Services business, as the role will combine both strategic and operational elements, critical to managing the portfolio. For tenured applicants with existing AXP experience, it is a terrific way to immediately add value, and establish and lead several critical functions for the team.

Key responsibilities include:
· Client Manager & Merchant Support – analyst will serve as a sales / relationship management coordinator, supporting client managers with high priority reporting requests and / or requests to facilitate issue resolution for escalated customer issues (in collaboration with World Service). Analyst will serve as a SME and team liaison for Merchant Services reporting systems (MS3, MARC, GMAR, GMAPS, etc.).

· Management of Team Reporting & Metrics – review and distribution of monthly reporting metrics (VP Package, Tableau reporting), and oversight of ad hoc reporting needs to support the GM in P&L management for the team.

· Team Budget Management – analyst will have ownership of the overall A&P and T&E budget for the team, and will be responsible for working across the team to set forecasts, and manage ongoing reporting. Oversee invoicing and budget accrual processes for team.

· Provide back-up support to client managers when necessary for urgent customer escalations, time-away from office, etc.

· Manage client entertainment and ticketing process for the team, facilitating requests for tickets from Executive office.

· Support GM in leading and running team meetings (support for presentations, activity coordination, etc.).

· Be a “go to” on behalf of the GM and team for business partners.

· Be an active member of the National Client Group Executive Office team, with rotating support for Town Hall presentations, Annual Business Unit Review Meetings, email communications to organization, etc.

Desired profile

·  Strong analytical skills with comfort in analyzing Sales reports, consolidating data, running ad hoc analyses as necessary. Comfort with and knowledge of Excel (consolidating data across teams, cutting, pasting, basic calculations a must).
·  Strong collaboration skills, with flexible demeanor and willingness to work across the team and with business partners to support key customer needs.
·  Experience managing multiple tasks in parallel, with strong organization and prioritization skills.
·  Strong customer focus, with passion for working with external clients and customer, and meeting their needs in order to provide best in class experiences.
·  Proven ability to learn business systems, including reporting and CRM tools (MerchantForce, Tableau, MS3, MARC, SMART, etc.).
·  Strong Powerpoint and Excel skills.
·  Overall desire to foster positive environment for the team and have fun!
·  Prior AXP Sales Coordinator, World Service, and / or Financial Planning experience a plus.
·  A minimum of 2 years of external experience in a job requiring similar skillset.
·  Bachelor's degree required.