Assistant Manager, Merchant Engagement

**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.

Global Merchant and Network Services (GMNS) is the Merchant Acquirer, Processor and Marketing partner for millions of merchants around the world who accept American Express Cards.

**Responsibilities**:

- Develop and execute a High Touch Marketing strategy to upkeep high Perception of Coverage and maintain Merchant acceptance in SG.
- Manage the Face-to-Face (F2F) Servicing Team, provide guidance with On-The-Job (Merchant Value Proposition) training and optimize the F2F Team’s productivity through frequent reviews of visitation plans. Maintain ROI per visit.
- Responsible for conducting end-to-end data analysis on completed visits, to identify trends and anomalies within the evolving payments landscape.
- Manage and grow Business Volume for the SME portfolio.
- Implement merchant engagement campaigns to drive activation and grow business volume and transactions in the SME segment, e.g. rolling out trigger-based treatments for targeted accounts.
- Defend Amex acceptance through resolution of suppression, surcharge and cancellation threats.
- Implement strategies and campaigns to improve Merchants' satisfaction and deliver on Net Promoter Score success metrics.
- Cross-functional Collaboration: Work with internal stakeholders such as Client Management, Pricing, Marketing, Acquisition, Operations and POS teams, to ensure effective and timely case resolution.
- Lead and organize employee-centric programs to positively engage Amex Employees through Merchant visits.

**Qualifications**:

- At least 5 years working experience, preferably in financial institutions.
- Proficient in MIS.
- High analytical and strategic thinking abilities.
- Competent project management skills and able to drive results.
- Self-starter who is able manage stakeholders across various levels and work effectively in a matrix environment.
- Strong consultative and presentation skills.
- Experience in Channel Management preferred.
- Knowledgeable in conflict resolution and business negotiation.
- Familiar with local payments landscape and SG geography.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

- 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