Operations Director

Overview Operations Director #4th in Great Place to Work's Best Company To Work For 2025 #10th in Fortune Magazine’s 2025 World’s Most Admired Companies #1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers Top GBS Employers for the Philippines (2025) by the Everest Group 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. How will you make an impact in this role? The Director, Operations (U.S. Credit, GCFO) will be responsible to provide leadership and daily oversight to multiple credit operations teams that perform varied complex transactions in supporting cardmembers to enable spend, collect on due amounts, and leverage various financial programs from American Express. As a leader of leaders this role provides coaching, mentoring and guidance to direct reports on building high performance teams built on a strong foundation of leadership competencies embedded to the Blue Box values, and American Express Framework for winning. As part of USCC Manila leadership team, the position holder is responsible for leading a team of ~100 colleagues, manage business segment performance related to Key performance indicators (KPI) and drive a culture of continuous improvement and strong governance. Reporting to Vice President of Operations, incumbent will be responsible to collaborate across matrix organization to support strategic initiatives and ensure last mile execution on critical business priorities in the Manila geography. Minimum Qualifications 12+ years of leadership experience in related Credit operations/collections / Strategy OR financial services industry, preferably in US market. Candidate must have good knowledge of Customer facing & back-office operations, related metrics and demonstrate fungible skills that cut across complex work and specialist servicing Effective thought leadership and Strategic Thinking Ability to create winning strategies Strong relationship building skills with ability to effectively collaborate and work across multiple business groups and functions to drive business decisions and meet shared goals Self-starter, comfortable with ambiguity and a quick learner with ability to adapt to new situations Clear and effective communication skills across all levels and be able to communicate across all mediums i.e. Verbal, Written and Presentations Must have the ability to be hands on, “in-person” leading large teams (100+) colleagues in a matrix organizational structure Problem Solving Skills and Organized in Approach to various Ability to collect, analyze and synthesize data/information from various sources Intermediate/advanced application of Microsoft Office – particularly Power Point & Excel as well as reporting tools such as Tableau, etc. Collaboratecloselywithbusinesspartnerstodriveprocessimprovement,supportbusinessinitiatives,and implement management actions Keep a keen eye on regulatory developments and drive a strong Risk Control & compliance focus, Support the identification & resolution of customer friction & difficulties Preferred Qualifications Define What Winning Looks – Create Operational Strategies and implement them effectively to meet core objectives of Enabling Spend, Reduce Provision and drive best-in-class Customer experience. Run the Operations Machine – Ensure that the day-to-day operations is running smoothly with strong focus on Production, Credit and Customer metrics and identify issues and implement action plans where required. Lead, manage and inspire team managers within the Operations team through effective coaching and feedback, have the right motivation level as well as innovative ideas that create followership. Hire, retain and coach talent best fitted to meet business needs and have the strong engagement levels. Additionally perform periodic Performance management plan (PMP) reviews and participate in talent assessment exercises. Partner and collaborate closely with business partners across Global Services Group i.e. Strategy, Global Contact and Capacity Management and MIS as well as Credit Risk and Finance to drive process improvement, support business initiatives and execute management actions. Meet Compliance Thresholds – Ensure that Regulatory and Operational Risk thresholds are met through strong governance and oversight and have appropriate action plans. Gather external perspective on industry trends and evolving regulatory landscape. Identify Customer Friction points through Call Listening Analysis, Colleague Feedback and Process issues and partner on resolving them. Additional Details Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) Work From Home Requirements: Must have at least 25 mbps internet connection plan / speed Must have a private & quiet area to work at home American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions. #J-18808-Ljbffr