American Express Careers

Manager Operations - Merchant Back Office

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

This position is part of the Global Servicing Network (GSN) - Customer Fulfillment Network (CFN). CFN combines all of backend operations, supporting the dispute process, commercial, merchant and e-mail servicing into a single, dedicated team. CFN provides a seamless, united, customer support delivery channel, operating globally across multiple Centers of Excellence. Position: Manager, CFN JAPA, based in KL. This position will report to the Director of CFN JAPA.

Key responsibilities include:
  • Selected candidate will lead large teams including Team Leaders and Customer Care Professionals providing extraordinary service to American Express card members.
  • Lead the team to deliver superior customer experience. Key metrics include PMA and Case Time Resolution (CTR)
  • Motivate staff and leaders in the group to deliver at optimal levels – 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.
  • Able to lead Team Leaders and Customer Care Professionals to drive process enhancement for Customer Experience and overall efficiency enhancement
  • Ensure the focus of the Department goals And objectives is consistent with the values of American Express and those areas across the Department.
  • Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans.
  • Develop and implement quality standards, apply compliance/control in all activities of the Department to ensure quality services are delivered to customers.
  • Oversee all teams, providing leadership, overall resource planning to achieve and exceed business targets and goals.
  • 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 developing at the TL and CCP levels
Why 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.

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 8 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.


  • Direct people management responsibility and experience. Strong direct operations management for “Premium Customer service”
  • Strong Operations Analytics understanding to manage day to day operations
  • Well aware of concepts and tools for Operations Excellence: Variation management, Pareto principle, root cause analysis, deciles etc
  • Approximate total experience of 10 years, with 2 to 5 years as a People Leader
  • Demonstrated ability to successfully navigate a multi-regional LOB in order to solve problems;
  • Excellent interpersonal/verbal written communication skills; ability to communicate effectively at all levels of organization
  • Analytical thinking skills to access impacts, draw correlations and linkages
  • Strong relationship skills and quickly network to drive results across all business groups
  • Strong follow up and follow through skills to drive outcomes
  • Proven change agent, self motivated with a demonstrated ability to drive results under tight timelines
  • Ability to handle multiple tasks concurrently, with the ability to work independently and prioritize to work to meet all timelines
  • Must have strong leadership skills with emphasis on ability to influence others without direct authority, able to collaborate and influence at all level
  • Proficient in Project Management, PowerPoint, Excel, Visio
  • Bachelor's Degree required

ReqID: 18017146
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 7, 2018, 9:51:18 PM