Team Leader-Operations, Global Commercial Credit
American Express
Phoenix, Arizona
team
operations
commercial credit
credit
team
american express
lead
people
amex
credit
metrics
leadership
operations
March 26, 2023
American Express
Phoenix, Arizona
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.
Team Leader-Operations - Global Commercial Credit
Description
Team Leaders in the Global Servicing Network - Commercial Credit Operations work to service their people in a multifaceted, constantly evolving environment. This is a critical role, as they are ambassadors of the brand . They encourage and empower their team through coaching and development. They are responsible to look for ways to make their best employee even more effective and to turn around poor performers to achieve enhanced results in various key performance metrics. They act as change agents and are a critical resource for enabling and motivating their team to deliver outstanding customer care, while consistently improving team results. They can excite our customers and deliver on the brand promise.
Responsibilities include:
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
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.
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, in a hybrid model (combination of in-office and virtual days) or fully virtually.
US Job Seekers/Employees - Click here to view the Know Your Rights poster and supplement and the Pay Transparency Policy Statement.
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.
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.
Team Leader-Operations - Global Commercial Credit
Description
Team Leaders in the Global Servicing Network - Commercial Credit Operations work to service their people in a multifaceted, constantly evolving environment. This is a critical role, as they are ambassadors of the brand . They encourage and empower their team through coaching and development. They are responsible to look for ways to make their best employee even more effective and to turn around poor performers to achieve enhanced results in various key performance metrics. They act as change agents and are a critical resource for enabling and motivating their team to deliver outstanding customer care, while consistently improving team results. They can excite our customers and deliver on the brand promise.
Responsibilities include:
- Mentor and develop a team of 10-15 front line credit/collections specialists that work to identify high risk account activity and minimize the potential loss to American Express through the gathering and analyzing of pertinent data.
- Lead a team that handles inbound/outbound calls on accounts while maintaining a professional working relationship between the customer and American Express.
- Effectively get results to improve key business metrics.
- Accountable for floor management, ensuring accurate production levels, training and retention of employees.
- Regularly communicate the status of the business, progress against goals and ensure that team members are well informed about issues that affect them and their customers.
- Leader will ensure procedural accuracy, quality of customer service and decision quality through effective monitoring techniques and workflow observance, provide frequent feedback and direction to staff by assessing overall skills and readiness levels.
- Effectively lead change to empower and retain employees.
- Key departmental metrics as defined by leader.
- Proven track record of getting results.
- Minimum 3 years recent financial servicing leadership experience leading a team.
- Must have proven experience managing teams in a call center environment.
- Must have exceptionally strong consultative and decision-making skills ensuring profitability while increasing recovery of outstanding balances, documents, or resolving customer concerns.
- Demonstrate enthusiasm, resilience under stress, and a will to win demeanor.
- Customer oriented and willing to help people.
- Effective communication verbally as well as in writing with all levels of management
- Build positive relationships, drive continuous process improvement, and handle multiple priorities to meet all deadlines.
- Strong analytical and problem-solving skills.
- Desire to take on additional tasks and have flexibility in work assignments based on business needs.
- Effective coaching, training, and development of others
- PC skills
- Ability to work with cross-functional teams.
- Understanding of applicable laws and regulations and the need to be aligned with internal or external guidelines and rules.
- Display the highest level of integrity when dealing with customers, employees, and processes.
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
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.
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, in a hybrid model (combination of in-office and virtual days) or fully virtually.
US Job Seekers/Employees - Click here to view the Know Your Rights poster and supplement and the Pay Transparency Policy Statement.
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.
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