Fort BonifacioWhy American Express?There’s a difference between having a job and making a difference. American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive.
We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community.
And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people. The powerful backing of American Express.
Don’t make a difference without it.Don’t live life without it.Reporting to the Director of Operations, the Service Delivery Leader will primarily be responsible for providing supervisory support to at least 10-
15 Team Leaders in the day-to-day management of a group of approximately 135 Account Protection Specialists (Front-liners).
Oversee all operation teams by providing leadership guidance to Team Leads, ensuring surprise-free operations delivery and thereby achieving and exceeding business targets and goals;
Monitor on a continuous basis leading indicators of Performance Productivity, Compliance, Service Levels and Quality as well as Customer Satisfaction levels;
Develop and implement quality standards, apply compliance / control in all activities of the Department to ensure quality services are delivered to customers;
Motivate staff and leaders in the group to deliver at optimal levels and ensure high levels of employee satisfaction and retention in a high growth industry;
Serve as department conceptual leader for initiatives, which impacts all team leaders & team members;Ensure the focus of the Department goals and objectives is consistent with the values of American Express;
Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans;
Maintain, liaise and communicate with all levels of management and departments within and outside the company;Network with external linkages to obtain market information and keep abreast of the market trends;
Provide coaching and mentoring at the TL and Account Protection Specialists levels.Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
QualificationsBachelor's Degree or equivalent (Master’s Degree preferred);No less than 10 years of progressive BPO experience, with at least three (3) years as a Manager handling a premium customer service line of business in the banking or financial services space (A must!);
Excellent interpersonal / verbal written communication skills with strong presentation and project management expertise;Exceptional ability to influence others without direct authority while collaborating and influencing people at all levels;
Analytical thinking skills to access impacts, draw correlations and linkages;Strong relationship skills and networking to drive results across all business groups;
Proven history of implementing development and action plans to aid in growing team member skills to drive results.ReqID : 19013948Schedule (Full-
Time / Part-Time) : Full-timeDate Posted : Jul 23, 2019, 10 : 56 : 36 AM