Description - External

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Function Description:

The incumbent will be responsible for managing CMMI/CBR Operations. The position is accountable to effectively manage the key production and servicing indicators of Core Operations with flawless execution of policies and procedures.

Key Responsibilities: 

• Lead a team of 10 -15 Customer Care Professionals managing CMMI/CBR.

•  Responsible for delivery of all Colleague, Customer and Shareholder metrics

•  Lead, coach and develop Team Members

•  Understand drivers of Customer experience, and collaborate with Business units like Marketing, GBI, CEN & Capabilities Teams to develop and execute action plans to improve Customer Experience

•  Leverage data analytics / insights and Digital Transformation to improve End to End Customer Experience and Operational metrics – SLAs, CTR, Productivity, efficiency etc.

•  Develop and maintain strong relationships with business partners across the Network

•  Ensure strong operational controls are in place and maintained on an ongoing basis

•  Inventory management in adherence with local market regulation and compliance with management and financial policies

•  Maximize and encourage “Colleague Engagement” through effective & timely communication while utilizing various leadership development programs to develop talent.

Critical Factors to Success:

•  Experience in leading high performing teams in customer-servicing operations.

•  Migrations, Digital Transformation in enhancing Customer Experience and improving process efficiencies

•  Digital tools like Blue-prism Automation etc.

Should Display the below Leadership Behaviors:

• Put Enterprise Thinking First

• Define What Winning Looks Like

• Make Collaboration Essential

• Lead With an External perspective

Preferred experience:

•People leading experience preferred

• Excellent communication, facilitation and presentation skills.

• Operating autonomously and making complex decisions in situations of ambiguity and time pressure

• Should not be on counseling at the time of applying.

• Should be tenured for a minimum of 18 months at Band 28/30 in the current role as on the date of application timeline.

Behavioral Skills/Capabilities:

Enterprise Leadership Behaviors

•Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

•Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

•Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage.

 Candidate should be comfortable to work 24/7 

 

Compliance Language

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries  Bonus incentives  Support for financial-well-being and retirement  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need  Generous paid parental leave policies (depending on your location)  Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)  Free and confidential counseling support through our Healthy Minds program  Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

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