An exciting opportunity exists to own the operational strategy and execution for the ICS Australia and New Zealand Proprietary Card portfolio. The role is responsible for ensuring product and benefits operational processes are delivered efficiently, operational insights are surfaced to support decision-making, and governance and control activities are managed effectively.
The Product Operations Manager will identify, recommend and execute improvement initiatives to support optimal customer outcomes. In addition, they will partner with servicing, platform and Centre of Excellence teams to deliver Card and Benefits transformation initiatives efficiently and effectively.
In this role, you will be an advocate for the customer, be passionate about problem solving and driving change, and have a governance and control mindset. This role will have high visibility to Product leadership and is critical to the team’s ongoing growth and success as the portfolio continues to scale. You will lead a team of two Assistant Managers.
- Develop strategy and identify, recommend and execute product and benefits process improvements including using tools available for efficiency.
- Provide executive level operational insights to internal or external partner leadership teams.
- Partner with Center of Excellence and central platform teams to provide business input and manage product deliverables for benefits and platform transformation projects.
- Own the operational oversight of existing product benefit fulfilment including liaising with external benefit partners and servicing teams to remediate operational issues and identify upcoming partner governance or contractual activities.
- Own the governance and maintenance strategy for product and benefits source-of-truth documentation for product asset integrity and consistency.
- Partner with Governance and Control teams to develop strategy for local and central product governance initiatives such as card and benefits audit and control activities.
- Manage and execute the product deliverables for product-agnostic regulatory or servicing related projects.
- Coordinate and lead remediation for product-agnostic OREs or complaints-initiated action plans.
- Lead, coach and develop a team of two Assistant Managers.
- Solution oriented individual with ability to develop solutions to complex issues
- Highly motivated contributor with project management discipline who is able to effectively multi-task
- Team player who is flexible and maintains a positive attitude even during changing work priorities
- Track record of execution in spite of roadblocks
- Customer advocate who drives changes to improve customer outcomes
- Understanding of Amex products, internal systems and platforms
- Excellent written and oral communications skills to influence at all levels
- Strong people leader
- Superior relationship skills: ability to build and leverage relationships to drive win-win outcomes