American Express Careers

Manager Operations (G22)

To, Japan
Customer Care Operations


Job Description

This Operations Manager position will be a key role in achieving our goal of integrating SBS and Corporate Card Member Servicing into CSN Servicing. This role will be responsible for creating a specialised Commercial Servicing team in Tokyo, that will provide exceptional Customer Service to our Corporate and SBS Card members in Japan. It would also require working very closely with key business partners to ensure organizational success. The role will involve leading a team of approximately 3 Team Leaders and 40 Team Members, driving a range of strategic and operational initiatives to help our servicing teams deliver high-impact business results in an efficient and effective manner.
 
Responsibilities:

 

- Provide thought leadership and operational execution to be able to lead the team and drive results including exceptional customer experience

 

- Create a culture of performance, drive key customer metrics of RTF and Excellent scores.

 

- Participate in and lead projects related to strategic initiatives and transformational Customer Experience.

 

- Take charge of developing a coherent and consistent set of leadership behaviours and competencies across the entire team.

 

- Create a highly engaged , motivated and passionate team

 

- Develop and Manage relationships with key stakeholders.

 

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

 

Qualifications

- Experience in leading Operational Teams preferred.

 

- Fluency in both Japanese and English language is a must

 

- Exceptional ability to drive results and discipline to deliver.

 

- Ability to build strong trusted working relationships, excellent people skills, including relationship management, communication, negotiation, influencing, presentation, and motivation. Strong collaborator with an ability to build relationships while challenging the status quo.

 

- Strategic mindset, financial acumen, negotiation skills.

 

- Solid understanding of core business processes, experience with process improvement.

 

- Ability to operate as a change agent with proven record of delivered results.

 

- Ability to manage day-to-day business priorities along with long-term strategic deliverables.

 

- Intellectual curiosity, passion for using analytics to develop insights and recommendations, solve business challenges, improve the customer experience, and drive bottom line results.

 

- Able to effectively adapt under changing conditions and prioritize initiatives in a fast-paced environment.

 

- Highly organized and detail oriented with a strong ability to multi-task.

 

- Very proficient with PowerPoint and Excel.

 

- Clear and concise with written and verbal communication.

 

- Passion for high quality work, flexibility, leading by example and a positive attitude are a MUST!


ReqID: 18006907
Schedule (Full-Time/Part-Time): Full-time