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Payments Consulting Group delivers industry-leading technical consultancy on payments; we shape payment offerings, strategies and drive innovation to protect business volume and unlock sustainable growth at parity.
How will you make an impact in this role?
The incumbent will be responsible for providing consultative sales support to Global Client Group merchants, their payment solution providers and the Client Management teams in their respective markets and across Regions to ensure prompt implementations, product placement solutions and merchant processing re-engineering cost savings, with all targets being attained.
The incumbent will also manage processing relationships with Payment Facilitator Partners ,Point of Sale vendors and Third - Party Processors in relevant markets (including any reciprocal fee price negotiations and managing service level agreements) as well as participate in relevant card association acquirer work groups to ensure open access at the POS.
In addition, the incumbent will manage relationships with external software/e-commerce suppliers in the market that provide relevant authorization, submission or reconciliation related products and services. They will also be responsible for coordinating the implementation of any technical changes to support any Regulatory and Compliance requirements and/or mandates.
They will project manage implementations working in partnership with relevant certification teams, product teams and production support teams as required.
The incumbent will attend team meetings with Client Management, Acquisition and Strategic Alliances in the market, advising on Payment Consulting Group related projects and knowledge
American Express depends on the Global Payments Consulting team to enable Card acceptance, identify and implement payment solutions (products and services) in customer-facing situations.Relationship building, communication, and problem-solving skills are important for success in this role.Team members must also maintain deep and current knowledge about their customers and their industries, the payments industry, global market trends, new and existing payment-related technologies, products and services, and the structure of American Express and customer organizations.
This role demands an experienced and persuasive consultant with analytical skills, thought leadership and a track record of complex problem solving, developing strong business internal and external relationships and flawless project execution.
Deliver against strategic business objectives
- Develop and maintain an in-depth understanding of the allocated Global Client Group merchant and Third Party and Payment
- Facilitator portfolio (i.e. know all aspects of merchant’s / Third Parties payment acquiring environment including history, current goals and organizational drivers)
- Provide consultative sales/solution support to merchants / Third Parties, Product and Client Management Teams
- Provide high quality product and process consultancy to merchants and Third Parties across the region
- Consult on Set-up, Authorisation, Submission, Settlement and Reconciliation
- Use knowledge of the merchant, the marketplace, Amex products and services to retain and unlock card spend
- Communication, project management and tracking of projects
- Management of merchants, external vendors and processors: Build and maintain relationships for success with vendors and processors engaged by merchants to handle their card transactions
Industry knowledge and business development
- Maintain and develop deep knowledge of the payments industry and analyse the business opportunity / impact
- Maintain and develop deep knowledge of the merchant portfolio industries
- Anticipate and communicate trends to assist in strategic decision making
- Use competitive information to position the unique value, features and benefits of American Express products and services
- Representation of American Express in local technical industry committees and at exhibitions and/or industry events
Build strong internal relationships to facilitate delivery of shared goals
- Build and maintain relevant relationships across the Blue Box
- Provision of high-quality product consultancy and training to upskill market sales and client management channels
- Identify opportunities to leverage relationships between merchant executives and American Express leadership
Critical Challenges
- Identifying and implementing most appropriate product and service solutions based on merchant, vendor or processor requirements and aligned with CLM (Client Management)/Regional/Team goals
- Coordination across internal and external partners and across regions, to deliver projects on time and in scope
- Maintaining excellent third-party relationships with Payment Facilitators, Processors and Merchants within the allocated portfolio
- Staying ‘current’ in a fast-moving and highly regulated environment
Qualifications required:
- Proven experience of card processing - Authorisation, Submission, Reconciliation and Disputes processes across a range of products and merchant industries
- Proven external customer-facing experience
- Understanding of POS Terminal landscape and certification of payment applications on the devices
- Experience of working in an organisation that provides Payment Facilitation services and/or payment processing services
- Experience of projects to implement solutions to satisfy Regulatory Compliance and market-specific mandates
- Strong consultative sales/solution building skills
- Strong project management and delivery skills
- Solid written and verbal communication and interpersonal skills
- The ability to articulate complex issues in a simple non-technical / business manner
- Flexibility to work across time zones and regions in a matrixed environment
- Proven track record in leading projects and driving results (setting goals, prioritisation and taking accountability)
- Proven ability to build and leverage strong relationship across multiple regions, business units, technologies, product, certification and servicing teams
- Highly organized and results driven, with strong ability to be forward thinking and proactive
- Fluent English
Preferred Qualifications
- Ability to drive change
- A passion for customer service and quality
- Previous experience in the merchant processing/acquiring industry
- Strong understanding of American Express Authorisation and Submission Processes
- Previous experience or exposure to the technology around card processing and merchant acquiring solutions
- Previous experience developing and/or managing service level agreements in an IT environment
- Strong Facilitation Skills (coordination of meetings, agenda, action logs etc)
- Ability to identify potential new products to improve service to customers and address it as appropriate
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.