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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
US Complaints Operations Manager
Description
This position reports to the Director of the Customer Research & Resolution directorate within the Global Customer Research & Solutions (GCRS) organization.
The Global Customer Research Solutions Teams (GCRS) support a wide variety of processes and sensitive activities such as managing highly complex escalations on behalf of senior executives, researching and addressing consumer inquiries submitted through a variety of regulating agencies and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements.
The candidate chosen will be responsible for managing the day to day operations of CAST (Customer Advocacy Service Team) while driving year over year operational performance improvements, developing and executing process strategies, identifying regulatory complaint trends and themes through complaint data analysis and the segmentation inventory strategy.
Key Responsibilities:
- Provide direct leadership to ~in support of their key responsibilities of the Complaints Analyst role.
- Lead and evolve the CAST team by managing multiple key performance indicators centered around Analyst and process performance – case quality, regulatory compliance quality testing, process and Analyst productivity, and the escalation of Process Improvement Escalations issues.
- Manage multiple relationships across key internal partners.
- Perform varying responsibilities in support of executing and evolving strategic initiatives tied to process efficiencies and enhancements.
- Identify friction point trends within the customer journey. Present and package findings to senior leaders across multiple lines of business.
- Package and deliver monthly reporting packages around the health of the regulatory complaint process
- Support audit and exam requests serving as a process expert
- Ensure the strategic approach and delivery is aligned to the guiding principles of the Global Servicing Group.
Qualifications
- Able to engage with a spirit of excellence by demonstrating “Authentic Leadership” model and being a Servant Leader.
- Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls
- Communicate clearly and concisely in both written and verbal form, to different audiences with varying backgrounds. High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns
- Strong relationship management and conflict resolution skills with proven track record of positively collaborating and influencing in a matrix environment to achieve outcomes without direct responsibility
- Hands on experience with various workplace tools: Global Complaints on CLIC, Global Servicing Portal (GSP), Global Communication System (GCS), performance management tools, tableau hub reporting.
- Analytical skills are essential for this role with proven demonstration of strong thought leadership.
- Regulatory complaint space background with strong knowledge of regulatory environment and impacts to the complaint space.
Preferred Qualifications:
- Experience with handling of regulatory complaints through strong written responses and adhering to the US complaint policy requirements.
- Experience leading Complaint Analysts.
- Strong knowledge of the U.S. complaint policy
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- 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
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
