News : Amex BPO Expansion Banking on Philippine’s Great Talents
Manila, Philippines, Aug 14, 2016 -- It’s not even six months after the start of its full local operations and American Express Co. (Amex), a US financial services provider to put up a business process outsourcing (BPO) headquarters in the Philippines, is already ramping up its investments and hiring more people.
Pradeep Kapur, Amex senior vice president and general manager of World Service, Asia Pacific and of head of Global Process Excellence, said they are "growing" their contact center operations at its Bonifacio Global City (BGC) facility which has a capacity for 1,700 employees.
The facility houses the company’s customer service and credit management teams servicing card members, merchants and enterprise partners in the US, Australia and New Zealand.
For the moment, the BGC location which has 600 employees, is equipped enough for two shifts to provide global clients with services related to credit and fraud, said Kapur. "We are therefore confident that our operations here can handle additional services if we need to deploy them. We have the capacity to gradually build our presence here," he added.
Kapur noted that the 600 workers they have and future hirings will be primarily front-line positions within Amex’s global service, fraud and credit operations, interacting directly with American Express card members.
"We have a number of open positions as we look to increase our capacity to service customers from this location. Our experience in Manila has been very good and we are confident that we will have a bright future here," said Kapur.
Kapur is quite passionate about extolling Amex as a company and employer. "As a company we go that extra mile, to on-board our new employees, by granting them access to their employee privileges and benefits from their first day of joining itself."
Amex has several unique HR strategies, he said, and this is the Amex4You app, which is designed to familiarize and acquaint new joiners with Amex’s infrastructure, culture, and benefits.
"American Express is a company that believes in holistic health, and our global healthy living employee wellness program is designed to create a culture of a fulfilling lifestyle, whether through our health-conscious cafeteria or our onsite gym," said Kapur.
"We strongly believe in cultivating healthy minds, and our senior leadership is approachable and takes an active interest in grooming and mentoring our professionals through regular coffee sessions, as well as play an active role in employee engagement by encouraging bottom-up ideation and feedback," he added.
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, August 17, 2016