Join Team Amex: Empowering a Global Community of Colleagues
At American Express, we're not just a company - we're a community. We're a diverse group of colleagues united by our commitment to providing the world's best customer experience. With a global presence and a rich history, we're constantly evolving to meet the changing needs of our customers and the world around us. As a member of Team Amex, you'll be part of a vibrant community that values integrity, inclusivity, and collaboration.
About Us: Banking & Business Blueprint Operations
Our Banking & Business Blueprint Operations team is at the forefront of delivering exceptional customer service to our rapidly growing base of customers. We're responsible for providing expert care to consumers and businesses alike, handling close to 1 million customer contacts and 2 million cases annually. Our team is dedicated to driving operational excellence while delivering outstanding customer experiences.
Job Overview: Vice President, CMS - Banking & Business Blueprint Operations
We're seeking an experienced and motivated Vice President to lead our CMS - Banking & Business Blueprint Operations team. As a key member of our leadership team, you'll be responsible for driving day-to-day operational excellence while delivering exceptional customer service. You'll lead a team of ~350 colleagues across multiple markets, with teams based in the US, India, and the Philippines.
Key Responsibilities:
- Drive day-to-day servicing operations and governance, ensuring strict adherence to AMEX Policies & Procedures and local Market Compliance & Regulatory requirements.
- Deliver on key indicators of performance and productivity metrics, including Call Sentiment (VIBES), Recommend To Friend, average Call/Chat/Case Handle Time, Call Abandon Rate, Repeat Contact Rate, and Schedule adherence metrics.
- Partner with HR, hiring, and training teams to drive hiring, training, and retention strategies to build the best team.
- Operate in close partnership with Global Contact & Capacity Management (GCCM) to ensure capacity is aligned with volumes and appropriate staff scheduling and adherence to schedules are in place to enable optimal dialer performance and meet inbound/outbound call metrics.
- Take timely actions to ensure a consistently high level of service in line with the Global Services Group Customer First strategy.
- Partner closely with Compliance, Fraud, Risk & GSG strategy teams to ensure an efficient and effective servicing model.
- Control all financial and cost lines and proactively engage with Finance to optimize costs within budget and staffing levels.
- Ensure robust, tested, and documented Business Continuity Plans are in place for all in-scope markets.
- Motivate staff and leaders across the center to deliver at optimal levels.
Essential Qualifications:
- Demonstrated experience in leading an Operations team (or relevant experience).
- Exceptional planning skills & experience from working in an operational environment where the processes are complex and numerous.
- Outstanding track record of driving results.
- Excellent communication and relationship management skills at all levels.
- Proven people leadership experience with the ability to motivate and lead geographically dispersed teams.
- Demonstrated analytical and problem-solving skills.
- Demonstrated knowledge of strategy, financial/business operations, and cost management.
Preferred Qualifications:
- Experience in Banking Operations.
- Ability to understand and assess key performance data and adjust short, medium, and long-term strategies accordingly.
- Proven ability to influence and succeed in a matrix environment.
- Demonstrated ability to work collaboratively and influence business partners to achieve the best solution for the Enterprise.
What We Offer: Career Growth, Benefits, and Perks
At American Express, we're committed to supporting the holistic well-being of our colleagues. We offer a range of benefits and programs that prioritize physical, financial, and mental health. These include:
- Competitive base salaries.
- Bonus incentives.
- 6% Company Match on retirement savings plan.
- Free financial coaching and financial well-being support.
- Comprehensive medical, dental, vision, life insurance, and disability benefits.
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy.
- 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.
Our Culture: Inclusivity, Integrity, and Collaboration
At American Express, we're committed to creating an inclusive and diverse work environment. We value integrity, collaboration, and teamwork, and we're dedicated to supporting the growth and development of our colleagues. Our Amex Flex working model provides greater flexibility to colleagues while preserving the important aspects of our unique in-person culture.
Take the Next Step: Join Our Team
Are you ready for this challenge? As a Vice President, CMS - Banking & Business Blueprint Operations, you'll play a critical role in driving operational excellence and delivering exceptional customer experiences. If you're a motivated and experienced leader looking for a new opportunity, we encourage you to apply. Join Team Amex and become part of a global community that's committed to making a difference.
Salary Range: $185,000.00 to $260,000.00 annually + bonus + equity (if applicable) + benefits
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.
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