You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 75,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, or in a hybrid model (combination of in-office and virtual days).
Job Description:
At American Express, service has been at the core of our company for 174 years. In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship.
This B40 Director of Operations position will lead the Chat and Mobile Messaging Operations team based out of Gurgaon, India. 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. Chat and Mobile Messaging Servicing is one of the enterprise priorities and therefore this position requires a seasoned leader, who not only understands the product but also brings in an external perspective. The role requires driving innovation that challenges status quo with strong collaboration by bringing others along.
General Responsibilities
·Develop and implement strategies to improve operational efficiency, reduce costs, and optimize customer experience
·Collaborate with cross-functional teams to align operations with business objectives and regulatory requirements
·Strong desire to innovate and challenge status quo while partnering with COEs to establish the optimum structures and models.
·Results Driven - Ensure ongoing delivery of all key operations metrics across Shareholder, Customer and Employees
·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.
Qualifications:
·Demonstrated ability to lead large 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
·Proven track record of working in a Global Operations environment and delivering outstanding result
·Strong project management, problem solving, growth mindset & analytical skills
·Ability to coordinate multiple priorities at any given time
·Exceptional thought leadership to continually explore and create innovative process and business improvements
·Excellent written and oral communication, interpersonal and conflict resolution skills
·Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group
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:
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.