Graduate Trainee

Job description

Who We Are
The Global Servicing Network (GSN) delivers extraordinary customer care to Card Members and merchants around the world, while providing world-class credit, collections and fraud services. We play a central role in bringing the brand to life for our customers and help American Express achieve its vision of becoming the world's most respected service brand.

Where We Are
We are an interconnected team of 28,000 employees and partners, all focused on providing the best customer experiences. Our dedicated and passionate front-line care professionals and specialists handle more than 135 million customer interactions every year across 22 markets.

What Are We Looking For
The candidate will support the team in day-to-day business operations. Responsibilities will include, but will not be limited to the following:
• Analyzing large sets of data and identifying key opportunities for improvement
• Understanding operations processes and identifying root causes of problem areas
• Giving recommendations and executing process improvement projects through cross-team coordination
• Creating data reports and providing analytical support to Business leaders on a regular basis
• Type of Roles:
1) Business and Operations
2) Analytics and Strategy

What We Offer You
• American Express offers an ideal environment to be successful … you are the CEO of your career
• You will join as an Analyst (Band 28)
• You will be assigned to a defined business process e.g. Strategy and Support
• Your creativity, passion, ability to drive results & work with others will be tested
• Only your skills & consistent performance will drive your future
• Opportunities to consistently enhance your basket of skills – both functional & leadership
• You will have a wide range of career options – Lateral; Vertical

Our Teams
The Global Servicing Network (GSN) consists of eight global groups, each focused on delivering extraordinary results for our customers, our company and our shareholders.

Capabilities, Engineering & Manufacturing
Capabilities, Engineering & Manufacturing works to maximize the potential of our network today while building an optimized network of tomorrow. They develop and implement leading-edge capabilities, process refinement and integrated solutions to drive scale and efficiency for our service, credit and fraud operations.

Customer Fulfillment Network
The Customer Fulfillment Network handles disputes, maintenance inquiries and account reconciliation tasks for Card Members, merchants and corporate clients. The group strives to consistently offer "quick and perfect" experiences to all American Express customers, while standardizing and creating scale.
Global Consumer and Commercial Engagement
This group creates a world-class service experience by delivering Relationship Care to our customers - from Card Members to corporate program administrators to consumers who purchase our prepaid products. Our care professionals and partners treat every customer interaction as an opportunity to add meaningful value and deepen relationships.

Global Credit Network
The Global Credit Network plays a vital role for our Card Members at pivotal moments during their relationship with American Express. New Accounts screens and approves Card Member applications; Global Consumer & Commercial Credit supports customers facing payment challenges; and Global Collections manages our first and third-party collections partners.

Global Fraud Protection Services
Global Fraud Protection Services ensures American Express protects customers and stays ahead of fraudsters. The group handles all aspects of the fraud lifecycle, including prevention, detection and recoveries, while also managing global authorizations to keep our customers moving at the point of sale.
Global Merchant Servicing, AMEX Assurance & Personal Savings
This group supports our merchant network as well as AMEX Assurance and Personal Savings customers. Global Merchant Servicing ensures our merchant partners around the world receive exceptional service. AMEX Assurance offers helpful insurance products to Card Members such as travel and buyer/retail protection. Personal Savings provides expert care to customers who have High Yield Savings or Certificate of Deposit accounts with us.

Global Servicing Learning Network
The Global Servicing Learning Network manages the learning and development of our frontline employees and leaders, while also streamlining recruitment and selection to ensure we hire the best talent. Our Relationship Care Leadership Forum provides consulting services to help other companies achieve extraordinary levels of service.

Global Strategy & Support
Global Strategy & Support enables GSN to operate at its best by delivering world-class servicing strategies, robust capacity and contact management, insightful analytics and rigorous compliance monitoring to help power our global network.

Desired profile

• Results driven, Strategic thinker with a strong customer focus
• Team player who is able to build strong relationships and influence decisions
• Excellent communication and analytical skills
• Innovative thinker who is willing and able to challenge conventional thinking
• Self starter who is always looking for opportunities to add value without having to be prompted to do so