American Express Careers

Global Collections - Team Leader (Night Shift)

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

  • Support Global Collection Network Operations team member on a day to day basis in performing the required task
  • Monitor goals and performance and ensure that all metrics/performance scores are met.
  • Provide coaching, feedback and leadership insight as well as encourage team engagement towards meeting the performance efficiency.
  • Work closely with the Performance Team in enabling Collections.
  • Promote and initiate process improvement by identifying service delivery gaps, offer solutions and promote collaboration to implement ideas to enhance the process.
  • Maintain performance data of the team to maximize productivity and operation excellence.
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.


  • Strong interpersonal skills and ability to work well in a matrixed team
  • Excellent written and verbal communication/presentation skills and experience
  • Excellent people management skills
  • Keen learner who desire to understand and learn new things.
  • Critical thinker who display sound judgement and ability to articulate his/her decision clearly and rationally
  • Self-starter with ability to execute with minimal supervision and strong attention to details and lead by example.
  • Ability to drive change with focus to execution
  • Ability to persuade/negotiate solution with stakeholder.
  • Solid PC skills, specifically MS Office application
  • Understanding of key leverage point within collection cycle to drive performance result
  • Experience in Risk Management/Collections - ability to work at low level of details.
  • Ability to work across multiple cultures and commercial environments. 
  • Good interpersonal skills, mature and patience in handling difficult situations.
  • Strong team player.
  • Excellent communication skills in English both verbal and written.   

ReqID: 19013765
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 1, 2019, 3:42:47 AM