**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 company values 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. Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24 * 7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective. **Responsibilities:** * Manage and report performance metrics around the health of the processes Lead the creation of process documentation, i.e., procedures, job aids and process maps * Deep dive into processes to identify efficiency opportunities and mitigate risks if any * Strong analytical skills to identify efficiencies and drive process improvements across all functions * Foster an “ALL in CULTURE” environment of a “Customer First” mentality to improve the customer and colleague experience * Reviewing refund claims entered in by Analysts to determine if refund info is valid and can be processed * Support as business to complete call Quality evaluations for both Paper and Plastic product * Support and coach Band 28s servicing customer and merchants for prepaid products * Ensure monitoring of service levels in line with laid out guidelines. **Minimum qualification :** * Postgraduate / Graduate with 2 - 3 yrs. of experience * Strong organizational skills and proven ability to prioritize and manage multiple tasks * Interact cross-functionally and drive results * Identify the root cause of a system or process breakdown * Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls * Flexibility in response to changing circumstances * Resolves and/or escalates issues in a timely fashion * Competency in Microsoft Office: Excel, PowerPoint, and SharePoint **Shift Hours:** * 1330hrs to 2200hrs **Qualifications** 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, onsite or virtual 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 American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. **Job:** Operations **Primary Location:** India-Haryana-Gurgaon **Schedule** Full-time **Req ID:** 24021323