Prerna Chopra

The Global Business Integration (GBI) team is responsible for the implementation of business-driven change on behalf of the Credit Network. It is the responsibility of the Global Business Integration team to partner with and be the first point of contact for GSG, other Lines of Business and functions. We ensure operational alignment and readiness for product and benefit, regulatory, capability or processes changes, card member communications and defect elimination.

Project Analyst Responsibilities:

•Work alongside various stakeholders to manage the intake, assessment, and operational readiness of all business-driven Product, Capability, and Regulatory change initiatives. Ensuring flawless change execution into Credit Network

•Collaborate closely with Credit, GSLN, GOCM/GCCM, Compliance and other GSG colleagues to ensure an optimum customer journey, a positive CCP experience and to protect business and regulatory risk

•Partner closely with LOB & GSG stakeholders plus any other business teams to collate relevant information relating to business change initiatives including volumes, dates, channel(s), and call to action to ensure Credit Network readiness

•Create and update Colleague Help Center (CHC) material & communications relating to initiatives to ensure CCP awareness prior to the launch date driving CCP engagement, understanding and enthusiasm for all business changes

• Handle inbound and outbound calls to assist card members with their queries to resolve their card account balance.

• Ensure strong adherence to compliance as per the regulatory requirements with strong verbal and written communication skills.

• Work effectively and cooperatively collaborating with cross functional teams within Credit and across AXP as well as outside agencies.

• Managed escalation calls, emails, adhered to SLA’s by reaching out to various stakeholders like Portfolio Managers of Outside Agencies.

• Managed a team of 6 new hires.

• Supported learning by conducting group call modeling calibrations, coaching sessions, and preparing performance knowledge tests, assessments and conducting huddles.

• Coach and direct new hires during OJT to provide support in meeting their certification requirement within a defined period.

• Act as Subject Matter Expert on products, policies, procedures, and regulations.

• Responsible for analyzing learner’s performance and behavior to identify performance gaps and to coach those gaps through relevant action plans.