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Manoj Adlakha, American Express Bank

What are the core brand values of Amex? How synced are you as CEO to move forward with those brand values?

3 key values Security, integrity and trust. We at AmEx take great pride in fostering a diverse work environment that encourages different backgrounds, talents and perspectives to thrive.  For customers, we have a dashboard called voice of customer where the leadership listen to 4-5 randomly picked customer care calls during our meetings and find the patterns emerging in our customer outreach. We discuss how to perfect, what we are doing right and ensure flaws don’t recur. We have a commitment to integrity, a commitment to customers. It has led to our reputation of being the best service company, a reputation that we take immense pride of. Our key differentiators are Innovation and Service. This has helped us consistently invest in innovative technology thereby helping us retain and to grow our customer loyalty globally. I think the qualities of a great leader is somebody who is authentic, somebody who is aggressive, somebody who is approachable, and if you have these three qualities, you will be highly admired, and highly inspirational.

Sanjay Rishi, American Express Bank

What is the big idea behind your business/What are the inherent challenges in your sectors?

We are an integrated, “closed loop” payments business. That means we issue payment products, like credit and charge cards, to consumers and businesses and we operate a network of accepting merchants around the world. Our customers value our superior service as well as our Membership Rewards loyalty program. As we issue cards and acquire merchants on our proprietary payments network, we become a platform that connects buyers and sellers, driving not just payments but also commerce and loyalty. Like many businesses, we are challenged around the world with the disruptive effects of technology, regulation and economic cycles. For me, managing volatility has meant developing a level of emotional and interpersonal intelligence in addition to mental preparedness. When change happens, people look first to leaders to see how they react, to seek direction. They don’t want to hear their leaders say, “excuse me, this is totally unexpected, I don’t know what to do next!”

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