American Express Careers

Credit Insurance - Team Leader

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

This is a Team Leader role for the Credit Insurance pilot project within the Global Credit and Fraud Network, part of GSN. The successful applicant will be leading a team responsible for Credit Insurance client B2B Lock down deal reviews and Claims management in JAPA whilst partnering with the Insurance partners, GCS and other key stakeholders. In addition, the successful applicant will be responsible for coaching performance to deliver improvements in all key metrics and for driving the Credit Insurance pilot to success and the team by providing Operational expertise and strategic thought leadership.

By the nature of the pilot this is a team responsible for:

  • Meeting and exceeding Credit Insurance pilot portfolio performance by liaising with the Insurer and the key stakeholders within the company
  • Providing valuable insights and guidance from the pilot.

Key responsibilities include:

  • Portfolio management to ensure all contractual terms with the Insurer are met for a smooth claim process if required.
  • Ongoing coaching and performance management of specialists to drive business results and enable employee development
  • Day to day production effectiveness to include adherence to schedule, operational excellence, procedural consistency and team engagement
  • Analyze metrics, prepare case studies, lead monthly performance reviews with senior management and provide business insights
  • Drive process improvements and simplification efforts within pilot

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

You will be rewarded with:
A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
Competitive Salary – Get paid what you’re worth.
Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 7 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:
Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)
Join us and you’ll soon see why.


  • Flexible, dynamic & motivated with a high degree of energy to manage
  • Highly level of reliability and agility with a growth mind-set
  • Strong people leadership skills with a proven successful history in employee coaching, engagement, development, motivation & change management
  • Proven ability to consistently coach and deliver results within a constantly evolving team
  • Extensive knowledge of the Commercial Credit management policies and procedures for card member and client servicing is essential
  • In-depth knowledge of credit insurance processes is critical
  • Strong understanding of GCN, GCS and GCS Risk
  • Proven relationship management skills with internal and external partners
  • Ability to provide strong thought leadership – creative thinking & problem solving
  • Enhanced and demonstrated relationship and influencing skills

ReqID: 18012752
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 5, 2018, 4:46:26 AM