AMERICAN EXPRESS BANK LTD.

Presentation on organisation study of

American Express Bank Ltd.

Presented By
Arun Bimal
06-JQCM-6007
 COMPANY PROFILE
American Express was founded in 1850 in New York. American Express operates
in over130 countries around the globe.

American Express India was established in 1921 providing high quality travel and
financial services.

BUSINESS AREA:
 Small business
 Corporations
 Merchants
 Personal Cards
 Travel

American Express Credit Cards in India is of basic two varieties, namely

International Gold Amx Card and International Green Amx Card.
American Express in India has also launched Tata Finance American Express
Credit Card with Tata Finance Limited.
 PRODUCTS & SERVICES
 Investment Products
 Foreign Exchange &Treasury
 Credit Availability
 Fiduciary Services
 Insurance
 Signature Portfolios
 Discretionary Portfolios
 Cash Plus
 Balanced Enhanced
 Traditional
 Focused Equities
 Mutual Funds
 Private Banker
 Wealth Management Services
 Deposits
 PRODUCTS & SERVICES
American Express Credit Cards in India
 International Gold Amx Card
 International Green Amx Card

Tata Finance American Express Credit Card

 Issued and serviced by Tata Finance Limited.
 Globally accepted on the American Express global merchant
network.

American Express Online Services

 View your Amex Card account statement online
 Register to manage your Amex Card account online
 View your American Express Rewards Points
 Reset your Amx Card account password
 Update your Personal Amex Card information
 Apply to accept the Amx Card
 FUNCTIONAL AREAS
American Express Interactive
 AXPi drives online business strategies
 Integrated into every business unit

Marketing
 Develops excellent product and service
 Manages product lifecycle from beginning to end

Marketing Business Units:

 American Express Interactive (AXPi)
 Consumer Card Services Group (CCSG)
 Establishment Services (ES)
 Global Commercial Card (GCC)
 Global Network Services (GNS)
 International Consumer & Small Business Services (ICSS)
 Global Business Travel (GBT)
 FUNCTIONAL AREAS
Customer Care
 Also called Service Delivery Network (SDN)
 Reengineering and optimizing processes for improved satisfaction and cost
containment

Risk and Information Management

 Set the industry standard for managing risk associated with fraudulent activity
 Provide a strategic perspective

Finance
 Integral role in everything from new product development to corporate planning
and reengineering
 Financial and operational decisions that impact customers, merchants and
shareholders
 FUNCTIONAL AREAS
Strategic Planning Group
 Internal consultant and incubator of innovative ideas
 Spearheading large-scale strategy projects centered on growth opportunities,
investment prospects, acquisition targets and other high-level initiatives

Human Resource
 True partnership with our business clients
 Service and support throughout the full spectrum of the employee experience,
from selection, hiring and orientation, to leadership development and talent
management

Technology
 Competitive advantage with capabilities that support increased customer
spending, company revenue and net income
 Developing strategies and solutions for delivering an enhanced customer
experience to all American Express card members
 MISSION VISION GOAL
Mission
 To build sizeable markets share in each of the chosen areas of business through
effective strategies in terms of pricing, product packaging and promoting the
product in the market.

Vision
 To become the world's most respected service brand.

Goals
 Customer privacy
 Customer confidentiality
 Security of customer data
 Customer satisfaction
 Providing high quality services & products
 SWOT ANALYSIS
STRENGTHS
 Sound bank managements.
 Improved risk management.
 Diversity in bank funding activities
 Wide spread developed banking culture
 A healthy banking system
 Banking secrecy laws
 Safety of depositors’ funds comes in priority

WEAKNESS
 Government financing by banks out of acceptable standards.
 Limited branches.
 SWOT ANALYSIS
OPPORTUNITIES
 Privatization creates ample opportunities for economic growth
 Banking Over Borders – extension to regional countries

THREATS
 Presence of nationalized banks.
 Presence of foreign banks.
 PROBLEM ANALYSIS
OBJECTIVE
 Customer satisfaction level from present Amex Services and to know other
services customers expecting from Amx Bank

SCOPE OF REPORT
 The scope of this report is limited up to services provided by Amex Bank not by
other banks. These reports just show the level of customer satisfaction from
Amex Services and at the same time new product which customer is expecting
from Amex

DATA COLLECTION
 Through Clients of Amex
 Internet
 Magazines
 FINDINGS
 Demand draft facility which is a basic customer satisfying
service is not available in many cities.

 Some customers feel that customer satisfying services should

be improved however such group of customers was very
small.

 Few customers have confusion on charges that are charged

on their accounts.

 Maximum customers feel that the service & products provided

by bank are very good & they are satisfied with it.

 A small segment of customers want a few more services from

bank like home loan, education loan etc. which are provided
by local banks.
 RECOMMENDATIONS
 Need to improve on customer satisfying services,
like; Demand Draft facility should be available in all
cities.

 Need to improve on satisfying customer and handling

their queries in a sound manner.

 Need to clarify customer for the charges that are

being charged on their account without clarification.

 Need to have a stabilized banking staff to co-ordinate

with customer from time to time.
 COCLUSION
 This research was made on customer satisfaction of
American Express bank. The Amex is one of those
banks who serve its customers in the best way and
also give due consideration to its customer service.
Maximum clients who have their Corporate Accounts
or individual Account with Amex are satisfied with its
services. Amex provides all the modern services to
its customer.

 But there are also few customers who are not

satisfied or expect more services from the bank.