Team Leader-Operations

Job description

Global Credit Administration (GCA) is responsible for the end-to-end management of our credit, collections, and fraud operations around the world. GCA has been aligned under four pillars. Credit Operations is responsible for recovering balances and limiting exposure, while building upon the customer's relationship with American Express. Global Fraud Protection Services provides management of fraud capabilities, strategies and operations to protect our Merchants and customers from fraud. Global Collections has oversight of the management of our first and third-party collections agencies, as well as various specialty partners. Strategy and Support defines the strategy for GCA, while continuing to also provide functional support in areas such as dialer and customer management, analytics, and management and information systems. GCA aims to strike the right balance between helping customers in need through a range of workout programs, and taking actions to prevent spending that will not be paid back to American Express. In short, our primary focus is to protect and recover American Express' receivable assets, while delivering on our customer commitment.

Team Leaders in the Global Credit Administration work to service their people in a dynamic, ever changing environment. This is a critical role, as they are ambassadors of “the brand”. They inspire and motivate their team through coaching and development. They are responsible for looking for ways to make their best employee even more effective, to turn around poor performers and enhance the skills of the average performer. They act as change agents and are a critical resource for enabling and motivating their team to deliver extraordinary customer care, while consistently improving team results. They have the opportunity to excite our customers and deliver on the brand promise by:

· Coaching and developing a team of 10-20 front line representatives calling Small Business and Consumer accounts providing accurate, professional services in a fast-paced environment
· Managing a team of Specialists who will service our customers via inbound/ outbound dialer telephone contact
· Driving results to raise the bar on key metrics
· Managing the floor to ensure proper production levels and proper training to retain employees
· Communicating the status of the business, progress against goals
· Ensuring that direct reports are well informed about issues that affect them and their customers

The Team Leader will provide coaching that includes: call monitoring, real time feedback and resolution of escalated issues. The Team Leader will be responsible for:

· Ensuring accuracy and quality of customer service through effective monitor techniques and workflow observance
· Providing frequent feedback and direction to staff by assessing overall skills and readiness levels
· Driving continuous improvement of the operation and manage change effectively to motivate and retain employees
· Driving collections on accounts
· Making quality credit decisions that skillfully reduce credit losses and enable spend

Performance will be monitored through the following metrics:

· Key departmental metrics as defined by leader
· Productivity
· Quality and compliance

The successful applicant is results oriented, demonstrates enthusiasm, resilience under stress, and a will to win attitude. This individual must be customer oriented and willing to help people. They must have the ability to effectively communicate verbally as well as in writing. Be able to build strong relationships, drive continuous process improvement and handle multiple priorities. They need to be an analytical thinker, problem solver and decision maker. The Candidate should show desire to take on additional tasks, and have flexibility in work assignments based on business needs. Effective coaching, training and development of others is required, as well as, having strong time management, organizational and follow through skills.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Desired profile

Required

· Minimum 3 yrs recent leadership experience managing teams of 10-20 individuals, especially in a credit/collections environment
· Strong knowledge of Credit Operations policies, procedures and operational strategies Strong communication and organizational skills
· Excellent analytical, negotiation and decision making skills
· Demonstrated leadership skills in working across geographies, with experience leading teams
· Advanced knowledge of Credit Operations policies, procedures and operational strategies
· Strong organizational skills and attention to detail
· Demonstrated ability to drive strong results in collection effectiveness and efficiency Ability to make sound credit decisions that reduce credit losses and enable spend Demonstrated ability to drive projects to completion and meet tight timeframes
· Proven ability to provide flawless execution, while adhering to strict deadlines
· Must have strong thought leadership experience and ability to drive results
· Innovative thinking to improve the customer experience
· Proven ability to build high level relationships with Business Partners and Executives Demonstrated ability to lead, to develop and influence others
· Must be PC literate in a variety of applications
· Understanding of the US Banking system and basic economies
· Demonstrated track record of integrity, innovation and excellence
· Must be flexible hours/shift based on business needs
· Ability to motivate, coach, drive results and develop associates Monday-Sunday
· U.S. Call center experience
· Project Management

Preferred

· Bachelor's Degree
· PC Skills to include: Excel, Power Point and Microsoft Word

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement .