American Express Careers

Director Customer Service

D.F., Mexico
Customer Care Operations


Job Description

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.


Job Description

This role is responsible for the Consumer Portfolio for the Customer Engagement Network for US Market based in Mexico.
 
Leading a group of 150 colleagues based in Mexico and building a strong partnership with all the US Network sites.  Having 10 B30 DR.
 
This role will work closely with  the CPS  and other GSN staff teams to ensure it provides exceptional service in all operating areas.
 
•Work collaboratively with cross functional teams to ensure the company is delivering profitable Value Generation and save a card member solutions.
 
•Lead initiatives associated with a changing market environment to ensure strategic operational objectives are met through Mexico site.
 
•Achieve consistent and sustained improvement against key performance metrics, including loss costs, expense efficiency, productivity, customer satisfaction and employee engagement.
 
•Liaison with regulatory bodies and provide regular reporting on operational programs and process ensuring all required compliance and remedial actions are engrained within the operating areas.
 
•Work with his/her team to drive the continuous improvement of the operations organization.
 
•Engage the entire staff of the operations claims organization, communicating clearly the direction, objective, AP and results of claims.
 
•Recruit best in class employees regarding both technical capabilities and customer service mindset.
 
•While keeping an eye on the day to day activities and guarantee focus on service levels and results have a strategic vision where Amex long term objectives find implementation routes throughout the Word Service organization.  
 
•Innovate and create a high performing culture in operating areas, ensuring exceptional product delivery through an engaged workforce




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


Qualifications

Qualifications


•Proven success in managing regional and remote servicing operations team.
 
•Proven ability to build solid relationships at multiple levels, managing complexity throughout the organization with peers, employees, GSN matrix and Global Teams.
 
•Business Degree with a post graduate professional designation desirable.
 
•Fluent Spanish and English.
 
•Broad operational and strategic thinking skills, pragmatic, proactive, tenacious and demonstrates professionalism and discipline.
 
•Organizational and operating leadership.
 
•Collaboration and influencing skills.
 
•At least 5 Years of experience leading teams of more than 100 employees.
 
•Preferred experience as Business Head in previous roles.
 
•Mandatory G3/L3 as a minimum in the last YE evaluation for internal candidates  



ReqID: 19003503
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 12, 2019, 1:57:22 PM