Posted on Saturday, April 14, 2007
Quality Process Improvement Manager - American Express Incentive Services

American Express Incentive Services (AEIS), a leading stored value card provider and an incentive industry leader, is currently seeking a talented and results oriented Quality Process Improvement Manager to join our dynamic Client and Cardholder Support team.

BASIC PURPOSE: Responsible for developing and implementing AEIS' quality and process improvement initiatives. Directs the business architecture, quality and process improvement disciplines in support of operational excellence and long-range strategic planning. Provides executive reporting on key business performance metrics, external benchmarks, and long-term targets to recommend process, product, and service improvements to advance quality. Provides training on quality and process improvement tools and standards. Ensures enterprise-wide adherence and follow through of standard processes and directs the organization to ensure alignment with company goals, business systems technology, and client needs.

SCOPE: No direct reports.

REPORTING & WORKING RELATIONSHIPS:Reports to the Director, Client and Cardholder Support. High interaction with entire AEIS Executive and Leadership Teams and strong cross-functional relationships across the organization, particularly with Sales, Client and Customer Service Operations and CRM Teams, IT Data and Information Services, and Marketing.

PRIMARY RESPONSIBILITIES & STANDARDS:

• Leads AEIS Performance Improvement Project(s) and has primary responsibility for leading and working with cross-functional business analysts in the areas of process mapping, documentation, issues resolution, and business support processes. May prepare the organization for the pursuit of quality awards and certifications such as ISO, etc. Makes decisions based on analysis of relevant information including problems, causes, priorities, critical issues, and alternatives. (30% of time)
• Directs quality planning and process improvement across the business including program design and deployment in support of operational excellence and long-range strategic planning. Leads the AEIS Quality Council of upper managers to manage quality initiatives across the business. Provide ongoing development and executive reporting on key business performance metrics, external benchmarks, and long-term targets and recommend processes, product modifications, and service improvements to advance quality. (50% of time)
• Directs educational programs and training activities as it relates to implementing quality and process improvement tools and standards throughout the organization. (20% of time)
• All other duties as assigned.

QUALIFICATIONS REQUIRED (minimum needed to begin in the job)

• Bachelors degree in business administration or related field; MBA preferred
• Minimum of 3 years of cross-functional business experience
• Minimum of 3 years experience managing cross-functional teams
• Minimum of 3 years experience with quality and process improvement initiatives and tools
• Basic knowledge of service delivery chain
• Strong functional knowledge of business process identification, documentation, gap analysis and improvement
• Demonstrated experience with quality systems such as Six Sigma, ISO, etc. preferred
• Demonstrated experience conducting process mapping exercises and has sound business acumen and experience conducting similar projects
• Demonstrated management of large scale projects to successful completion
• Applies sound management principles to maintain work flow, create change, and shift paradigms
• Proven analytical skills, including data analysis and interpretation skills and the ability to define and implement actionable plans.
• Strong leader with the ability to develop in others the willingness and desire to work toward a shared business vision
• Excellent planning, organization, and communication skills
• Excellent teamwork and interpersonal skills

AEIS offers big company success with a small company feel and is committed to contributing employees. Named one of the best places to work in St. Louis by the St. Louis Business Journal, we provide a competitive salary and comprehensive benefit package. Qualified and experienced individuals interested in pursuing this exciting opportunity should apply online at www.aeis.com.

Candidates may also contact Eric Schmidt, Corporate Recruiter at AEIS at 636-226-2082.