Team Leader-Operations (Credit)

Job description

American Express's mission is to be world's most respected service brand. We will accomplish this by having the most talented teams who are supported by best-in-class capabilities and processes.

American Express is looking for a Team Leader who will be part of the pioneer leadership of Global Credit Administration . GCA protects American Express" assets by minimizing credit and fraud losses at best-in-class levels. This role will be responsible for managing and leading a team of 12 to 15 Credit Specialists.

Further responsibilities include:

· Handling inbound and outbound calls from our consumer and small business card members whose accounts are flagged as overdue or delinquent using written and verbal communication (mid to late stages, pre-charge to charged)
· Responsible for goal setting, performance reviews and development plan for all direct reports.
· Responsible for day to day functioning/administrative work including production floor management
· Responsible for delivery of all customer and shareholder metrics as per goals
· Work closely with Risk Management and other stakeholders
· Manage churn / attrition of team members
· Support Customer Satisfaction initiatives in enhancing / meeting external (Voice Of Card Member) metrics
· Strong focus on internal SLAs (Service Level & Aging)
· Conduct weekly Coaching & Feedback sessions for all team members. Provide development opportunities, coaching, and resources.
· Responsible for compliance for all processes and policies.
· Lead and maintain employee satisfaction and morale by using reward / recognition tools available.
· Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
· Collaborate with Operations Desk in forecasting, scheduling and leave planning.
· Decision making in both critical and day-to-day situations.

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

To qualify you must possess the following:

·  Must have at least 3 years of experience in 3rd party credit card collections.
·  Must have handled processes such as skip trace, cancelled accounts, recovery (charge off).
·  Experience working in global credit card collections agency or BPO preferably with US/UK/Australian account.
· Graduate or Post-Graduate from a recognized University can apply.
· Proven ability to lead and develop a team to perform to demanding targets and goals in a collections environment.
· Being able to lead the team from the front and engage in performance improvement plans to enhance performance of the team overall. Analytical mind & attention to detail.
· Ability to evaluate team members performance data to make sound business decisions on performance management
· Good working interpersonal and people leadership skills.
· Superior global thinking and strong process/quality improvement mindset. Knowledge of American Express Credit/Collections is preferred.
· Strong interpersonal, communication and listening skills.
· Demonstrated consultative experience, ability to influence, resourceful. Competencies To be Demonstrated
· Drives results
· Demonstrates Personal Excellence
· Builds Diverse Talent
· Develops Winning Strategies
· Communicate effectively and build strong relationships with people of all levels.
· Ability to think on your feet and work under pressure is essential whilst being able to make sound decisions using problem solving skills and thinking creatively.
· A working knowledge of the Collection Landscape would be beneficial.
Language: English