Operations Director

Operations Director - CEN

#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 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?

• Director for Canada CEN MNL will be responsible for to manage the end-to-end servicing strategy for all voice contact across all customer demand, call types & collaborate with key stakeholders and partners such as Digital Teams to drive bring the company's vision to life (Provide the world's best customer experience every day).
• Providing superior service at the right margin by delivering on metrics such as customer experience as measured based on NPS methodology & sentiment analysis, removing repeated call friction point, improving efficiency & managing the team's engagement level are some of the critical deliverables.
• Evaluate team performance and provide continuous coaching, training and feedback while recognizing accomplishments.
• Responsible for the development of the team to ensure that performance is optimal and that the American Express leadership values are lived on a day-to-day basis.
• Oversee all operation teams by providing leadership guidance to Team Manager & Leads, ensuring surprise-free operations delivery and thereby achieving and exceeding business targets and goals. Establish and exercise the necessary controls to ensure all activities performed are compliant with American Express' policies and procedures
• The working hours will be predominantly based on Canada day hours, with occasional commitment beyond regular hours.
• The incumbent will be responsible to manage the end-to-end servicing strategy for all voice ad chat contact across all customer demand, call types & collaborate with key stakeholders and partners such as Digital Teams to drive bring the company's vision to life (Provide the world's best customer experience every day)..
• Responsible for the development of the team to ensure that performance is optimal and that the American Express leadership values are lived on a day-to-day basis.
• Oversee all operation teams by providing leadership guidance to Team Manager & Leads, ensuring surprise-free operations delivery and thereby achieving and exceeding business targets and goals.
• Establish and exercise the necessary controls to ensure all activities performed are compliant with American Express'
• Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans.
• Network with external linkages to obtain market information and keep abreast of the market trend

Minimum Qualifications:

• 3-5 years' management experience leading large teams' colleagues.
• Communicating effectively to teams to ensure that our vision, Customer First principles and associated policies are understood and effectively applied by our Customer Care Professionals and partners.
• Demonstrate the ability to lead, develop and influence others along with building strong relationships with internal and external Business Partners.
• Strong analytical, project management, problem solving and negotiation skills.
• Ability to interface directly with customers, as well as communicate to all levels of leadership within the organization and across a variety of audiences.
• Bachelor's Degree or equivalent. Good track record & work experience in relevant fields will be considered as well.

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.