Central Support Specialist | Premium and Customer Service

About American Express Saudi Arabia

American Express Saudi Arabia, a subsidiary established in 1999, stands at the forefront of delivering cutting-edge payment solutions to individuals and enterprises across the Kingdom. Renowned for its commitment to innovation and operational excellence, the company provides a comprehensive suite of financial products, including Credit Cards, Charge Cards, and tailored business payment solutions. These offerings are meticulously designed to empower customers with the tools they need to manage their finances effectively and seize new opportunities. As part of a globally integrated payments enterprise, American Express Saudi Arabia combines innovative products, actionable insights, and unparalleled customer experiences to drive financial growth and business prosperity. Join a dynamic team that upholds the promise of being a steadfast and powerful ally to customers in their daily financial endeavors.

Position Overview

The Central Support Specialist plays a pivotal role within the Central Support Department, serving as a backbone for documentation management, reporting, and cross-functional coordination between Customer Service and Premium units. This position is instrumental in ensuring operational efficiency by maintaining precise records, enhancing process consistency, and facilitating the timely execution of critical tasks in alignment with American Express Saudi Arabia’s policies, procedures, and service excellence standards. The role demands a proactive approach, meticulous attention to detail, and the ability to collaborate seamlessly with internal stakeholders to support the department’s strategic objectives.

Key Responsibilities

• Policy and Procedure Implementation: Assist in the execution and reinforcement of departmental policies, procedures, and documentation requirements to ensure adherence to organizational standards.
• Reporting and Documentation Management: Prepare, update, and validate operational reports, trackers, and data logs with a focus on accuracy, completeness, and timely submission to stakeholders.
• Documentation and Process Optimization: Maintain a well-organized repository of documentation, including process workflows, templates, and version-controlled files, to streamline operations and support knowledge sharing.
• Cross-Functional Coordination: Act as a liaison between internal teams to follow up on pending actions, resolve operational queries, and support daily workflow requirements efficiently.
• System Enhancement Support: Contribute to system improvement initiatives by conducting User Acceptance Testing (UAT), documenting issues, and validating updates to enhance operational performance.
• Compliance and Governance: Ensure strict adherence to American Express Saudi Arabia’s Policy & Procedure frameworks, audit expectations, and internal governance standards to mitigate risks and maintain operational integrity.
• Ad Hoc Support: Perform additional duties as assigned by the Central Support Manager to address evolving operational needs and contribute to departmental goals.

Qualifications and Competencies

To excel in this role, candidates must meet the following minimum requirements and possess the following skills:

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Operations, or a related field.
• Minimum of 2 years of professional experience in administrative support, reporting, Customer Service operations, or governance-related roles.

Required Skills and Competencies:

• Advanced proficiency in Microsoft Excel, Word, and PowerPoint to support data analysis, reporting, and presentation tasks.
• Exceptional documentation and organizational skills to maintain structured and accessible records.
• Analytical mindset with a keen eye for detail to identify discrepancies and ensure data accuracy.
• Strong written and verbal communication skills to articulate information clearly and effectively across teams.
• Proven ability to manage multiple priorities, prioritize tasks efficiently, and meet deadlines in a fast-paced environment.
• Prior experience in Customer Experience (CX), operations, or quality/governance functions is considered advantageous.