American Express Careers

Team Leader - Business Analytics

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

The Business Analytics and Customer Experience Team Leader is responsible for implementing a Customer First agenda by leveraging the Voice of the Customer. This person will be responsible for identifying and communicating opportunities and barriers to deliver an extraordinary customer experience. This will be accomplished by partnering with key stakeholders (GFNA leadership team and internal business partners) and using various customer listening posts, operational metrics and external benchmarking to analyze and implement improvements. This team leader will meet regularly with leadership team and business partners to assess and influence changes in operations strategy that could have a future impact on customer satisfaction. With the support of business analysts that this person will lead, this team leader will communicate to key stakeholders on areas of top priorities. This individual needs to identify and drive improvements in Fraud and New Accounts processes as measured by Recommend to a Friend (RTF) and all other customer and shareholder metrics, monitors all Fraud and New Accounts customer listening posts and reporting to the GFNA organization and business partners. The position requires strong relationship building, project management, communication and analytical skills, along with a passion for our customers.

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.


  • Highly organized and detail-oriented, proven ability to find errors in large data set or reports
  • Results oriented self-starter, able to deal with ambiguity, competing priorities, overcomes obstacles without sacrificing quality to meet deadlines
  • Develop business cases and conduct analytics to support recommended operations strategy 
  • Strong written and verbal communication skills, including the ability to interact with senior leadership
  • Strong demonstrated knowledge in MS Excel, Access and PowerPoint skills
  • Strong time management skills and a proven ability to consistently deliver on preset timelines. 
  • Strong leadership skills to influence, communicate, and drive results at the peer level and above
  • Technical/Working Knowledge required on SAS, SQL, Statistical tools and relevant software 

ReqID: 19009288
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 21, 2019, 3:11:22 AM