American Express Team Leader, Operations - CFN Remediation in Sunrise, Florida

/Team Leader- CFN Remediation-/ We seek creative and innovative people, who are willing to join us in the challenges of the business and are committed to providing superior service. In this opportunity, we are looking for a Team Leader - Remediation, to perform in the Global Servicing Network (GSN) business unit of American Express. This position is with the CFN Remediation Team. The Customer Fulfillment Network (CFN) delivers critical maintenance, disputes handling, and account reconciliation tasks for Card Members and Corporate Clients of American Express worldwide. To meet increasingly strict and diverse regulatory standards around the globe and ensure compliance of all of our operational processes, this dedicated team has been established to address Compliance and Regulatory Issues. The CFN Remediation team partners closely with Compliance, Consumer, Small Business & Corporate, and Risk to maintain a compliant environment, while ensuring appropriate Customer treatment consistent with Relationship CareSM. Strong cross functional business knowledge and the proven ability to identify cross business linkages is critical. This Team Leader role requires a deep understanding of regulatory requirements and the ability to use our Customer Care Principles to drive enhanced servicing. It is essential to be able to outline servicing needs, and the ability to perform intake and oversight of processing end to end, requests from our Internal Customers/Issue Owners. Remediation plans must not only be compliant, but also Customer and CCP friendly. This unique role requires and combines the skillset of Team Leader, Project Analyst, & Business Analyst. The successful candidate will be responsible for the day to day oversight and ownership of remediation activities & inventory, monitor and address servicing performance; and management of a team of Customer Care Professionals who perform both Partner and Manual Remediation. This role will require significant collaboration across multiple business partners to ensure flawless process execution.

/Responsibilities include:/

  • Managing daily performance ensuring high levels of Quality and Customer Servicing
  • Identify and implement strategies that optimize processes and customer experience; impacting quality, productivity and case time resolution
  • Leverage platforms and capabilities to improve processing and margins by creating efficiencies and performance improvements
  • Participate in the establishment and facilitation of Employee Engagement strategies
  • Ability to strategically link processes, systems, metrics and to deliver results
  • Excellent communication, and analytical skills essential
  • Strong people leadership, change management and relationship building skills essential
  • Establish and Lead Inventory Management concepts in line with CFN priorities
  • Ability to drive Growth Mindset and challenge the 'Status Quo'
  • Coach & Develop direct reports towards maximizing performance efficiency
  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their potential
  • Possess strong analytical skills, ability to evaluate alternatives and recommend solutions
  • People leader and Project management skills

  • Minimum two years Leadership experience

  • Bachelor's degree strongly preferred
  • Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly while demonstrating flexibility/adaptability/personal accountability
  • Demonstrated superior communication/interpersonal skills
  • Demonstrated follow-up, coaching and conflict resolution skills required
  • Creative and dynamic thinker
  • Understanding of Compliance and Regulatory requirements preferred
  • Proven history of implementing development and action plans to aid in growing team member skills to drive results strongly preferred
  • Must be proficient in Microsoft applications such as Word and Excel Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions

Job Operations

Title: Team Leader, Operations - CFN Remediation

Location: Florida-Sunrise

Requisition ID: 17007859