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.
Job Description:
This Director of Operations will lead the Disputes Back office team’s in Global Disputes Servicing , focused on managing Dispute, as well as regular servicing for Cardmembers. In the Disputes journey, we aim to reduce friction and continue differentiating from competition by providing best in class omni-channel experience using the power of our closed loop. You will be at the helm of driving operational excellence to enhance customer and colleague satisfaction. This role involves managing continuous change and leading large teams.
Key Responsibilities include:
· Effective Leadership –
- Driving a high-performance culture through strong leadership and optimally inspiring, motivating and influencing large teams of Customer Care professionals & leaders.
- Create improvement strategies and ensure ongoing delivery of all key operations metrics across Shareholder, Customer and Colleagues.
- Build and maintain relationships with identified stakeholders
- Responsible for managing the operations and ensuring the processes deliver on continued efficiency.
- Collaborate with cross-functional teams to align operations with business objectives and regulatory requirements.
- Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency.
- Build a strong internal controls framework and ensure we meet all regulatory, compliance standards.
· Develop Strategic Frameworks –
- Develop end to end strategies to elevate Customer Experience, enhance Dispute Journey and reduce bad demand with optimal focus on Decision Quality.
- Build and execute end to end framework to ensure process deliverables are timely identified and risks are mitigated.
- Create and Lead Business Unit Reviews, develop a culture of continuous improvement and waste elimination.
- Maintain, liaise, and communicate with all levels of management and departments within & outside the company (wherever required).
· Project Management –
- Collaborate effectively with peers in Process Excellence, Capabilities, Backoffice Disputes, Fraud Risk & other servicing fulfillment teams to deliver on E2E Disputes transformation.
- Partner with the controls functions to ensures adherence to regulatory & compliance standards.
Qualifications:
- Existing people leader with proven success of leading an impactful, diverse, and inclusive team.
- Demonstrated ability to lead large (100+) scale customer service organization.
- Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization.
- Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives.
- Overall knowledge of a servicing process like disputes would be preferred.
- Proven track record of working in a Global Operations environment and delivering outstanding results.
- Strong project management, problem solving & analytical skills.
- The incumbent should have a performance rating of G3/L3 or better in the last annual PMP review.
- The incumbent should not be on any type of counseling at the time of applying.
- The incumbent should be tenured for a minimum of 18 months as People Leader in the current role as on the date of application timeline.
This role is not open to visa sponsorship according to business requirements.
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.
