As part of Servicing, Capabilities & Innovation organization, the Global Disputes Management (aka GDM) is an established platform for servicing Disputes, Fraud & Banking case types. This is a critical leadership role that includes business oversight, project delivery of initiatives currently in development, as well as providing support in identifying new servicing capabilities required to keep American Express a world leader in superior customer care.
The primary responsibility for this GDM Product Owner role will be leading strategic projects across Disputes applications globally, with a focus on the technology and features that innovate American Express’s customer servicing functions. This role will report to the Product Manager for Case Management and will partner with other Product owners and team members in multiple sites - US, India & Canada. Key relationships will be with Disputes, Fraud & Banking Front office & Back office GBI, ETS Technical Project managers and developers, Fraud Risk and Strategy etc.
The team’s mission is to provide extraordinary customer care and satisfaction through improved infrastructure and capabilities, via three key activities:
• Programe & Project Delivery - focusing on the key ideas that offer the biggest value for the customer experience, for World Service and ultimately for Amex. Key outcome is to establish business project plans to support the flawless delivery of initiatives, by partnering with the Technology and Disputes, Fraud & Banking organizations on project delivery and architectural approach.
• Uphold Compliance & Market regulations - proactively identifying opportunities to achieve transformation of both customer experience and shareholder outcomes.
• Business Architecture - Support and working with the business architect in defining tangible steps to create complex capabilities. The key outcome is a tactical roadmap which describes the investment strategy and implementation plan for a major technology program, including the business transformation work streams that contribute to success.
The incumbent in the role must have the following skills:
• Experience of the Full Disputes lifecycle either through on the job experience or project experience
• Understand project management and project delivery lifecycle.
• Comfort and experience in working with both business and technology groups.
• Experience in supporting or leading strategic planning activities.
• Capable of explaining technical concepts to a non-technical audience.
• Strength in relationship-building and consultative engagements.
• Work experience with IT solutioning and business process reengineering.
• Proven ability to successfully drive results within a matrixed organization, and ability to break down organizational barriers and to influence without direct authority.
• Ability to create and deliver innovative solutions
• Excellent verbal and written communication skills, with proven ability to communicate effectively across all organizational levels.
• Understanding of the agile methodology highly preferable including role of the Product Owner/Defining User Stories