American Express today announced the appointment of Steven Grant as Executive Vice President, U.S. Service Delivery, Consumer Card Services Group. In this role, Mr. Grant will be responsible for managing all U.S. operations that support the American Express Consumer Card Services, Corporate and Small Business Services, Government and Purchasing Card Businesses and Established Services through the customer service centers located in North Carolina, Florida and Arizona. He will also oversee the Illinois Payment Facility. Mr. Grant will report to Phillip J. Riese, President, Consumer Card Services Group.
“Steve possesses strong leadership skills and expert knowledge of American Express’ operations and business strategies,” said Phillip Riese, President, Consumer Card Group, noting that Grant replaces Louis Lombardo whose retirement was announced earlier last year. “Steve has been a key partner in integrating customer servicing throughout many of the U.S. Business Units. We look forward to him continuing the business partnership approach as leader of the U.S. Service Deliver Team.”
Previously Mr. Grant served as Senior Vice President, Service Strategy and Chief Quality Officer for Travel Related Services, a position he held since 1994, where he was responsible for overseeing the company’s service center structure and implemented comprehensive customer measurement and quality processes that increased the overall effectiveness of the centers. For the last years, Mr. Grant has played a key role in the company’s reengineering efforts, particularly in the reconfiguration of the service center structure. Hie efforts led to the development of the current three-center formation, which has resulted in enhanced customer service capabilities and significant economic savings for the company.
Mr. Grant joined American Express in 1981 to head voice and data communications for First Data Resources, which was part of American Express at that time. He advanced through increasingly senior positions in several areas of the company including systems technology, quality, reengineering and operations.
Prior to joining American Express, Mr. Grant held management positions in network operations and marketing at MasterCard International and Rockwell International.
Originally from Hampton, Iowa, Mr. Grant has a B.A. from Cornell College, and an M.A. from Duke University. He currently resides in New York City.
American Express Travel Related Services Company, Inc., is a wholly-owned subsidiary of the American Express Company — a diversified worldwide travel and financial services company founded in 1850. It is a leader in charge and credit cards, Travelers Cheques, travel, financial planning, investment products, insurance and international banking.Details