Subject Matter Expert, CMMI (Japan)

Job Description

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Introduction

We are seeking for passionate, energetic and confident English and Japanese speakers who are responsible for bringing our brand to life, creating lasting relationship and enhancing the experience of our customers for a living. Launch your career by joining the Japan Card Member Maintenance Team within the Customer Fulfillment Network (CFN) KL. CFN is a part of Global Services Group (GSG) and responsible for providing world-class service experience for card members. It encompasses servicing through calls and backend processing supporting card member disputes, maintenance, commercial servicing and merchant servicing.

Key Responsibilities

• Process and content expert for CMMI processes
• Focus on strengthening customer relations and achieving the highest-level customer satisfaction.
• Meet matrices and SLA's as set out by the business
• Support changes that will be implemented out of business needs, adjustments to company policies, process training, ECCO update to ensure compliant, policy & procedure adherence
• Assist in driving Quality Monitoring on email communication & etiquette for team, provide analysis on trends and recommendations to drive results.
• Actively uphold the Blue Box Values and set a positive example of strong leadership to fellow team members.
• Support Team Members with all process related guidance, with strong focus on results
• Take lead on Blue Prism Robotics Process Automation documentation mapping, PIV (testing) and project implementationtake lead in automation error remediation whenever necessary
• Support new hire onboarding process
• Point of escalation on team process
• Generate report / analyze data whenever necessary
• Involve in team error remediation, partnering with leader and team to reduce team error rate
• Handle and proceed daily case whenever necessary (usually happen for complex case or when the team inventory is high)

Qualifications

• Required languages - English and Japanese.
• Having CMMI related knowledges will be an added advantage.
• Excellent written and verbal communication, listening and probing skills
• Self-sufficient and self-motivated work ethic.
• Strong organizational skills and ability to work as part of a team to achieve goals
• Proven experience with negotiating/problem solving
• Ability to delivers to our customers and shareholders
• Works well in teams and co-operates across departments
• Flexible to work on Malaysian public holidays when necessary
• Open to non-native (Malaysian) speakers only

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid or onsite arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.