12/12 American Express Recruitment Team
Recruitment Team at American Express

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American Express - Director - Operations - Customer Service (0-30 yrs)

Gurgaon/Gurugram Job Code: 643555

Job Description :

At American Express, service has been at the core of our company for more than 164 years. In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship.

This B40 Director of Operations position will lead the India Domestic Consumer Servicing & other functions within the market. This is a Gurgaon based role that will lead ~125 + employees.

General Responsibilities :

- Collaborate effectively with peers in GOCM, GTEN, Process Excellence, Capabilities and to deliver on the E2E servicing experience for our Card Members - develop end to end strategies to reduce demand, elevate Card Member experience, reduce journey friction points, create differentiation through an omni-channel experience, and leverage the power of closed loop

- Ensure ongoing delivery of all key operations metrics across Share Holder, Customer and Employees

- Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency and unit cost metrics

- Also, develop a culture of continuous improvement and waste elimination

- Build a strong internal controls framework and ensure we meet all regulatory, compliance standards

Qualifications :

- Demonstrated ability to lead large (150+) scale customer service organization

- Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization

- Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives

- Proven track record of working in a Global Operations environment and delivering outstanding results

- Strong project management, problem solving & analytical skills

- Ability to coordinate multiple priorities at once

- Exceptional thought leadership to continually explore and create innovative process and business improvements

- Excellent written and oral communication, interpersonal and conflict resolution skills

- Lives the growth mindset

- Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group

- Trained in Process Improvement and Six Sigma techniques

Job type- Permanent

Industry Type - Customer Care

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