American Express Careers

Performance Leader-Global Collections

New York, US
Customer Care Operations

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Job Description

Performance Leader - Global Collections

Buffalo, New York – 1 Position

As a Performance Leader for US Collections, the successful applicant will be accountable for supporting and managing 3rd party Collections and Recovery Strategies, maximize collections effectiveness and minimize operational risk. Working closely with and under the guidance of the Operations Manager and Director, the incumbent will be results focused, and will provide ongoing support and guidance to agency partners, conduct performance reviews and meet collection performance and governance expectations. The successful candidate will be expected to be at agency locations on a weekly basis.

Responsibilities - Successful candidate will:

  • Adopt a hands-on approach to oversee/optimize agency performance
  • Partner with agencies to identify opportunities/ root cause, implement and monitor solutions to improve overall performance
  • Demonstrate Strong analytical skills to understand key performance drivers and drive collections effectiveness
  • Ensure that the partner is audit ready 24/7 and drive compliance to regulatory and AXP requirements
  • Collaborate with agencies and internal partners for completion of all Agency audits and ensure timely remediation of findings
  • Partner with collections colleagues across multiple markets to leverage best practices for agency management to elevate performance
  • Be onsite at agency partners majority of week conducting performance & governance reviews
  • Document daily, weekly and monthly engagement actions with outside agencies
  • Implement and maximize the usage of collection treatment tools/strategies
  • Lead / support multiple projects targeted to continuously improve collections capability


The ideal candidate will provide thought leadership and drive initiatives to maximize returns through best-in-class collection economics, while driving globalizing of collection practices. He/ She will require strong analytical and execution skills to drive performance.
  • Self-directed and passionate about driving results with experience in credit/collections operations (or similar). Preferably, Experienced in working with 3rd party vendors
  • Ability to effectively multitask and work in a fast pace, dynamic environment
  • Excellent analytical and problem solving skills with ability to develop and execute operational collections strategies and results tracking methods to maximize effectiveness
  • Strong relationship, negotiation, influencing and organization skills
  • He/she must display excellent oral and written communication skills with strategic thought leadership
  • Knowledge of US regulatory requirements for the Collections industry is preferred
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19010720
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 10, 2019, 8:05:03 AM
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