American Express Manager, Service Level Planning in Singapore, Singapore
American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. The Global Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure or business travel, as well as a variety of lifestyle services. For the past few years, the TLS business has been on a path to build increasingly global experiences for our Card Members, while allowing us internally to identify opportunities for greater efficiency, best-practice and innovation across the network.
Within the function of Workforce Management (WFM), the former US and International WFM Teams were moved to report into the same Vice President and as a result began to think and act more globally. A key next step in the journey is to transform the organizational structure of the team to better align with its strategic priorities of: * Providing Relevant EAJ Market WFM Support: Providing consistent, proactive and actionable support to TLS Market Operations Teams as key partners, optimizing our workforce resources to balance between the pillars of Customer, Shareholder & Employee We are seeking a Manager, Workforce Management (WFM) Market Readiness to join the leadership team within Global Workforce Management.
The primary responsibilities for this role include: 1. Manages and is responsible for the successful achievement of service levels for assigned programs while allowing for improved quality, sales, and efficiencies. 2. Act as Workforce Management liaison with all levels of the TLS Japan operations. 3. Contribute to routing and skilling strategies for the Japan Market. 4. Manage shrinkage, overtime, and Vacation planning and analytics; provide operations with employee trending. 5. Continually ensure staff adjusts to trends based on re-forecasted requirements. 6. Communicate with all levels of the TLS Japan operations regarding impacts to volume, staffing or productivity. 7. Develop strong relationships with other departments to gain volume, staffing or CST (AHT) improvements. 8. Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and allow for increase sales. 9. Manages and develops assigned WFM staff and performs personnel actions including hiring and performance evaluation. 10. Coordinates with all Global WFM supporting teams to ensure plan integrity and readiness.
As a senior leader across the Global WFM Team, this individual will * stay engaged within the US market and collaborates throughout the Global WFM Team. * Sets clear direction wiShin direct teams and stays engaged across the global WFM teams. * Providing honest and impactful input and developmental feedback * Creating a fun and challenging work environment Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Functional Expertise * 5 years leadership of large-scale, multi-channel, multi-site Workforce Management Teams ( 1000 front-line employees) * Expertise in all WFM functions (Capacity Planning, Forecasting, Scheduling, and Real Time Mgmt) * Expertise in systems that support real-time management (eWFM, IEX, CMS, Symon, etc.) * Expertise in schedule optimization and techniques and tools for this purpose * Strong awareness of labor rules within market responsibility areas * This individual will have a strategic mindset with ability to lead quality execution * Natural problem solver – understands how to attack complex problems * Demonstration of awareness of best-practice in process, benchmarking, and technology for WFM within Amex, but more importantly outside * Global mindset * Self-starter with consultant mindset Relationship Management & Communication * Translating complex concepts/situations into simplified stories * Effective communicator including functional and leadership levels * Demonstration of strong collaboration and influencing skills across multiple functions including Operations, Finance, Training, Re-Engineering & Recruitment Leadership o 3 years supervisory experience * Demonstration of ability to manage, lead, delegate and develop team * Flexibility to adjust schedule to lead a global team * Ability to prioritize effectively, including making decisions on what will/will not be done * Instill a high-performing, growth mindset for the team * Ability to make quick decisions without all the facts Optional Qualifications: * Experience in Travel and/or Lifestyle industries * Post Graduate Degree/Certification (e.g., Master’s Degree) * Avaya Telephony Platform Experience * Alternative channel planning experience (Email, Chat, Social Media) American Express has been awarded Aon Hewitt Best Employer Singapore three consecutive times. Join us and you’ll soon see why.
Title: Manager, Service Level Planning
Requisition ID: 17007635