Vice President, US Commercial Card Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Commercial, Merchant & Banking Servicing is responsible for providing expert customer care to commercial and merchant customers. This includes small business and corporate Card Members, Program Administrators managing their clients’ corporate products, and merchants/third-party acquiring partners. CMBS expanded further with the creation of the Banking Operations and Business Blueprint teams, providing exceptional service to our Commercial Checking, Consumer Checking and Amex Savings customers. CMBS also manages servicing and back-office support for Foreign Exchange International Payments (FXIP) and Banking Operations. The business handles more than 10 million commercial customer contacts, approximately 2 million merchant interactions annually.

How will you make an impact in this role?

Reporting into the SVP, Commercial, Merchant & Banking Servicing (CMBS), this position is a key member of the CMBS Leadership Team and will lead over 500 colleagues across multiple markets, with teams based in India, US, and the Philippines. The successful candidate will play an executive relationship leader role with the GCS leadership team and will be responsible for flawlessly executing our CMBS strategy and driving day-to-day operational excellence while delivering exceptional customer service.

Responsibilities:
Key responsibilities will include but not be limited to:

• Ensure ongoing delivery of all key operations metrics across Shareholder, Customer and Colleague
  
• Drive day-to-day servicing operations and governance
  
• Deliver on key indicators of performance and productivity metrics (RTF, VIBES, ATS, CHT, etc.)
  
• Ensure strict adherence to AMEX Policies & Procedures as well as local Market Compliance & Regulatory requirements and ensure the teams and our processes are audit ready 24x7
  
• Partner with CEG and GLKM teams to drive hiring, training and retention strategies in-order to build the best team
  
• Operate in close partnership with Global Contact & Capacity Management (GCCM) to ensure accurate capacity planning to drive performance and meet inbound/outbound call metrics.
  
• Take timely actions to ensure a consistently high level of service in line with the Global Servicing Customer First strategy
  
• Partner closely with Compliance, Fraud, Risk & GS strategy teams to ensure servicing adheres to company standards of operational excellence
  
• Control all financial and cost lines and proactively engage with Finance to optimize costs within budget and staffing levels
  
• Ensure robust, tested and documented Business Continuity Plans are in place, for all in-scope markets
  
• Ensure high levels of Colleague engagement and retention in a challenging environment.
  

Minimum Qualifications

• Demonstrated experience in leading an Operations team (or relevant experience)
  
• Exceptional planning skills & experience from working in an operational environment where the processes are complex and numerous.
  
• Outstanding track record of driving results
  
• Excellent communication and relationship management skills at all levels.
  
• Demonstrated abilities of flexibility and resilience in the face of changing business requirements.
  
• Proven people leadership experience with the ability to motivate and lead geographically dispersed teams.
  
• Proven ability to be able to drive and deliver results in a full range of scorecard dimensions (Shareholder, Customer, Colleague)
  
• Ability to understand and assess key performance data and adjust short, medium and long term strategies accordingly.
  
• Demonstrated analytical and problem solving skills.
  
• Demonstrated knowledge of strategy, financial/business operations, and cost management.
  
• Ability to evaluate alternatives and recommend solutions based on strong operational and financial acumen.
  
• Proven ability to influence and succeed in a matrix environment.
  
• Demonstrated ability to work collaboratively and influence business partners to achieve the best solution for the Enterprise.
  
• Be a team player with the ability to perform under pressure and meet deadlines in a demanding environment
  
  

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
  
• Bonus incentives
  
• Support for financial-well-being and retirement
  
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  
• Generous paid parental leave policies (depending on your location)
  
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  
• Free and confidential counseling support through our Healthy Minds program
  
• Career development and training opportunities
  

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