Team Leader - Operations

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.

This Team Leader position is responsible for managing a team of 10-15 B25 Outsourced Program Administrators. The OPA's roles are client dedicated roles providing Program Administrator and or Authorized Signatory program support. The activities are client defined and accordance with American Express.

This role is essential for the day-to-day leadership of a distributed team delivering service to Global Clients. This role will allow the successful candidate to demonstrate their strategic thinking, inspirational people leadership, collaboration, operational leadership skill and the ability to stretch themselves through interactions with leaders, colleagues and clients.

The successful candidate will need to be an inspiring leader who can balance the demands of running a high paced service environment with hands on people leadership and innovation to propel future results. A consistent record of exceptional results, significant people leadership, guide relationship management skills and an ability to think laterally and challenge the status quo are fundamental attributes for the successful candidates.

Principal accountabilities include:

• Thorough understanding and experience of Operations and Customer Service Centers and related Technology, processes, strategies and tactics
• Strong relationship management, and communication
• Confirmed knowledge and experience of the Global Commercial Payments business and Commercial Servicing space
• Ability to use data and analysis to inform decision making, balancing with the needs of the customer and employee
• Able to engage with people at all levels from CCPs to SVPs
• Demonstrated ability to create followership and inspire teams to new levels of engagement and performance through extraordinary leadership capabilities
• Passion for the Customer and Colleague
  
  

Responsibilities:

• Builds a strong team that adopts change and innovative thinking to deliver differentiated value to customers
• Collaborates with internal and external business partners to drive retention, growth and overall satisfaction
• Develops and drives winning strategies that align with CMS and GSG priorities and delivers strong scorecard results
• Drives efficiency through automation, resource optimization and utilization of digital tools
• Ensures the appropriate controls are in place to achieve 100% compliance with policies and regulations globally
• Partners with key partners to prevent and/or respond to issues with a sense of urgency
• Seeks external/competitive perspective to ensure Servicing remains a differentiator for AXP
  
  

Minimum Qualifications:

• A minimum of 2 years People Leadership Call Center Experience, Operational and Relationship Management experience
• Consistent track record to lead large, diverse team and thrive in a dynamic environment
• Strong written and verbal communication skills with the ability influence decisions at various levels to drive desired outcomes
• Excellent collaboration and negotiation skills with the ability to drive mutually beneficial solutions with internal and external partners
• Proven ability to develop and implement strategy to improve processes, policies and the overall customer experience journey
• Innovative, Strategic Leader with a vision with strong change leadership skills that leads with a growth mindset.
  
  

Preferred Qualifications:

• Preferred 2 years of demonstrated people leadership experience in leading a team of 10 - 15 employees required.
• Knowledge of GCS products/solutions (corporate card, BTA, CMC, CPC, vPayment etc.) preferred.
• Strong working knowledge of Corporate Card products, benefits, and services.
  
  

Salary Range: $55,000.00 to $105,000.00 annually bonus benefits

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.

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
• 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
  
  

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.