American Express Careers

FXIP Operations Team Leader

Brighton, United Kingdom
Customer Care Operations

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Job Description


You’ll do more than the expected. You’ll do the unexpected.


At American Express we prize high quality work and efficient execution whilst delivering first class customer service, first time every time. Customer service is a key differentiator that helps to drive satisfaction, loyalty and ultimately revenue for the FX International Payments business. Foreign Exchange is a fast paced, dynamic industry which operates in a constantly changing landscape. Managing through change, helping to identify and implement ideas whilst maintaining the business as usual volumes and daily workflows is a core part of this role. Reporting to Manager, FXIP UK Operations, the incumbent will be responsible for leading a multifunctional FX International Payments Team.

 

Responsibilities include:

  • The engagement and motivation of a team of payment specialists.

  • Maintaining an acute customer focused culture within the team.

  • Full oversight and management of KPI’s through the use of oversight tools, coaching and feedback.

  • Analysis and identification of common causes of payment issues – making process recommendations and implementing where necessary.

  • Point of escalation for urgent and sensitive customer matters, including liaison with counterparty financial institutions and internal stakeholders.

  • Strict adherence to all controls and compliance procedures.

  • Ability to work with key stakeholders to help drive the business and implement efficiencies.

  • Experience in leading and motivating a team.

  • Experience in leading an FX team a benefit but not critical.

  • Exceptional focus on customer service and understanding of drivers behind positive customer experience.

  • Ability to make sound judgments on the basis of the information presented.

  • Proven experience of driving results in a fast paced operational environment.

  • Excellent communication and time management skills.

  • Knowledge of International Payments formatting and routing would be an advantage.

  • Ability to cope under pressure whilst maintaining attention to detail/accuracy.

  • Flexible attitude, personal accountability, team player.

  • Experience of working in a target driven environment.


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


Qualifications


Required skills:

  • Ideally should have a comprehensive knowledge of FXIP Products and Service’s.
  • Experience in leading and motivating a team.
  • Exceptional focus on customer service and understanding of drivers behind positive customer experience.
  • Ability to make sound judgments on the basis of the information presented.
  • Proven experience of driving results in a fast paced operational environment.
  • Excellent communication and time management skills.
  • Knowledge of International Payments formatting and routing would be an advantage.
  • Ability to cope under pressure whilst maintaining attention to detail/accuracy.
  • Flexible attitude, personal accountability, team player.
  • Experience of working in a target driven environment.

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.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or 00800 83 000038 (for Russia based candidates 810 800 83 000038).



ReqID: 19004153
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 11, 2019, 1:07:59 PM
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