You Lead The Way. We've Got Your Back
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible — and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally.
That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
The Global Optimisation & Call Management Team (GOCM), a division of the Strategy and Support function within Global Servicing Group (GSG), are primarily responsible for ensuring that GSG operational performance goals are met effectively and efficiently across the EMEA region. We deliver this through our expertise in Capacity Planning, Contact Strategy execution, Analytics, and Project execution.
As a GOCM Team Leader, you will be a strong communicator & leader with the talent to drive and advance the performance of the business. This role will specifically be focused on real-time management, stakeholder management across all GSG functions, and team leading. In return, you will receive personal development, recognition, and a great working environment within a Global team that is continuously developing and shaping its operational support function and is a leader of innovation.
The GOCM team offers substantial training and the opportunity to gain valuable experience within Analytics, Project Management, and Stakeholder Engagement. As a GOCM Team Leader, you will be accountable for driving key GOCM responsibilities across GSG, including:
Leading a team of analysts to provide solid and consistent service to the GSG Operations, aiming to deliver a superb Customer Experience.
Developing and leveraging close relationships with business partners to enable successful delivery on operational goals.
Driving key metrics by making considered recommendations based on identifying and analysing data and implementing strategies.
Reporting performance of all EMEA business units to Business Operations management team on an intra-day basis.
Ensuring outbound contact rates are maximised by effective planning of resources and real-time monitoring.
Facilitating & conducting daily production meetings with operational stakeholders across GSG.
Using root cause analysis to influence planning, forecasting, and resource requirements.
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