Relationship Manager

Experience 3 - 10 yrs
Job Location Bengaluru
CTC Best in Industry
Skills relationship management, travel sector, luxury sector, Card service dynamics, Call center operation, people leadership, customer experience, financial management, building, leading and motivating teams, analytical skills View More

Job Description

Responsibilities:

-To deliver the Centurion product strategy to retain high value CMs and significantly increase Centurion card spend and Travel & Concierge service engagement.
-To develop a face to face (call center) Relationship Management service for High Value Centurion customers. The team will provide Travel, Lifestyle and Card benefits and services to customers.
-To demonstrate excellent people leadership and customer relationship skills & experience as well as having the ability to drive exceptional and seamless service to ICSS's high value CMs.
-To be a key member of the MTS leadership team and will collaborate across the MTS & ICSS teams as well as number of business partners to deliver our business priorities.
-Significantly increase CM engagement and SOWT (measured through usage and Travel share of wallet data).
-Develop and implement service processes that enhance customer satisfaction.
-Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met.
-Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personal service to the CMs, meeting and exceeding expectations.

Requirements:

-Ideally with a strong Travel, Luxury sector and/or Relationship Management background and a fundamental knowledge of Card service dynamics, in order to participate in the development of relevant and profitable products and services.
-Must have a good understanding specifically of call center operations together with the technologies and processes which drive successful telephone service operations.
-Must have a mix of general management skills; People leadership, customer experience, financial management, which enable him/her to deliver an RM servicing strategy for Centurion CMs.
-Must be able to communicate effectively and clearly at all levels to ensure that strategic direction and objectives for Centurion service are understood and future needs are supported.
-He/she must also be capable of building, leading and motivating his/her teams effectively.
-Needs technical and analytical skills to identify, analyze and increase understanding of customer needs, the Cards and MTS business dynamics, and the environment within which the business operates.
-Must be decisive in making timely and appropriate judgments and decisions based on best available information.