Job
Description
In this role at American Express, you will be responsible for contacting clients with overdue accounts to secure settlements and prevent future overdues. You will lead a team of 15-20 Customer Care Professionals, deliver customer, shareholder, and employee dashboards, and support customer satisfaction initiatives. Additionally, you will optimize staffing for maximum productivity, handle day-to-day administrative work/reporting and MIS, initiate process improvements, ensure compliance with all processes & policies, provide effective leadership and performance management, conduct the PMP process, maintain good working relationships with counterparts/stakeholders, collaborate with the Workflow management team, make decisions in critical situations, and support the hiring and training of Customer Care Professionals. **Key Responsibilities:** - Contact clients with overdue accounts and prevent future overdues - Lead a team of 15-20 Customer Care Professionals - Deliver customer, shareholder, and employee dashboards - Support customer satisfaction initiatives - Optimize staffing for maximum productivity - Handle day-to-day administrative work/reporting and MIS - Initiate process improvements and ensure compliance with all processes & policies - Provide effective leadership, performance management, coaching, and feedback - Conduct the PMP process and maintain good working relationships with counterparts/stakeholders - Collaborate with the Workflow management team in forecasting, scheduling, and leave planning - Make decisions in critical day-to-day situations - Support hiring and training of Customer Care Professionals **Qualifications Required:** - Graduate with a minimum of 4 years' experience in the Customer Service Industry - Ability in people handling/management, team motivation, readiness assessment, and coaching - Ability to provide specific behavioral and performance feedback - Experience in data/voice environment and Commercial Servicing is desirable - Minimum 1 year of People Leadership experience is desirable American Express prioritizes the well-being of its employees and their loved ones by offering competitive base salaries, bonus incentives, support for financial well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support through the Healthy Minds program, and career development and training opportunities. Please note that an offer of employment with American Express is subject to the successful completion of a background verification check, in accordance with applicable laws and regulations. In this role at American Express, you will be responsible for contacting clients with overdue accounts to secure settlements and prevent future overdues. You will lead a team of 15-20 Customer Care Professionals, deliver customer, shareholder, and employee dashboards, and support customer satisfaction initiatives. Additionally, you will optimize staffing for maximum productivity, handle day-to-day administrative work/reporting and MIS, initiate process improvements, ensure compliance with all processes & policies, provide effective leadership and performance management, conduct the PMP process, maintain good working relationships with counterparts/stakeholders, collaborate with the Workflow management team, make decisions in critical situations, and support the hiring and training of Customer Care Professionals. **Key Responsibilities:** - Contact clients with overdue accounts and prevent future overdues - Lead a team of 15-20 Customer Care Professionals - Deliver customer, shareholder, and employee dashboards - Support customer satisfaction initiatives - Optimize staffing for maximum productivity - Handle day-to-day administrative work/reporting and MIS - Initiate process improvements and ensure compliance with all processes & policies - Provide effective leadership, performance management, coaching, and feedback - Conduct the PMP process and maintain good working relationships with counterparts/stakeholders - Collaborate with the Workflow management team in forecasting, scheduling, and leave planning - Make decisions in critical day-to-day situations - Support hiring and training of Customer Care Professionals **Qualifications Required:** - Graduate with a minimum of 4 years' experience in the Customer Service Industry - Ability in people handling/management, team motivation, readiness assessment, and coaching - Ability to provide specific behavioral and performance feedback - Experience in data/voice environment and Commercial Servicing is desirable - Minimum 1 year of People Leadership experience is desirable American Express prioritizes the well-being of its employees and their loved ones by offering competitive base salaries, bonus incentives, support for financial well-being and retirement, comprehens
