American Express Careers

Manager - Operations

To, Japan
Customer Care Operations

Job Description

This position includes in its scope:
- Managing a Travel & Lifestyle Japan operation team of 30-100 employees (direct/indirect)
- Full Accountability for team achievement of Customer, Employee and Shareholder goals
- Maximizing the team contribution to TLS Japan overall achievement of scorecard metrics
- Driving Centurion Servicing Model enhancement to support growing Premium product business
- Leading development and implementation of formal Performance Management program
- Delivering measurable actions of key change initiatives with consistency across the frontline teams.

This position requires strong liaison with TLS global colleagues, Central teams, local ICS to achieve business objectives


Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


- Strong understanding of AXP Business and Customer Service principles
- Strong will to win and deliver results, interest and intention to make differences
- Ability of organization control and people management
- Ability to take initiative in resolving issues, identifying and solving problems
- Must be a strong people leader comfortable with performance management, coaching, and development
- Ability to work under pressure and tight dead line
- Strong collaboration skills at all level of organization
- Strong written/verbal communication skills (interpersonal, meeting facilitation and executive presentations)


-  Fluent both oral and written in Japanese and in English is essential

ReqID: 17015092
Schedule (Full-Time/Part-Time): Full-time