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 #Team Amex, 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.
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.
How will you make an impact in this role?
We are seeking a proven people leader, who can demonstrate resilience, engagement, and commitment as well as a high level of autonomy.
You'll be people-focused (stakeholders & team) and know that outstanding customer service leads to loyal customers.
Drive business metrics and KPIs (e.g., customer satisfaction, service levels, Outbound and Inbound call efficiency, Quality, Compliance adherence, schedule adherence, etc.)Drive key adherence to all market AML regulatory requirements working in partnership with other key functions such as Privacy, Compliance, AML, BST and Risk.Monitoring customer servicing calls to ensure perfect servicing execution/treatment, implementing call centre leadership and floor management administration as well as leading fully virtual colleagues.Nurture and maintain a positive and collaborative relationship with our key Business partners.Ensuring adequate staffing levels to maintain service levels and employee satisfaction, including recruiting, coaching, training, and development of colleagues.Providing daily coaching to calling executives.Support customer satisfaction initiatives in enhancing/meeting CSAT metrics.Lead and maintain employee satisfaction and morale by using proactive coaching as well as reward & recognition tools available.Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services.Ownership of automation improvements including issue log management.Provide leadership insight in process improvement initiatives.Responsible for compliance for all processes and policies and developing quality and productivity evaluations.Decision making in critical and day-to-day situations. Minimum Qualifications Language skills: German & EnglishRelevant work experience or Bachelor in BA or similar Preferred Qualifications Fluent in German and English; Spanish is a bonus.Proven experience in building relationships with customers and creating new value and loyalty through the phone channel.Demonstrated coaching, performance management, team building, networking, and conflict resolution skills.Building and maximizing relationships with the Business.Agile - we need you to make decisions quickly while demonstrating flexibility taking personal accountability.We are proud of our culture and D&I; so you will continue to build diverse talent.A creative and dynamic problem solver.Ability to create and continually support people through individual development plans.Knowledge of AML Regulations in Germany and Austria are a plus.A natural and inspirational coach - a dedicated motivator of people.Demonstrated superior communication/interpersonal skills.Proactive and can-do attitude.Tech Savvy: Proficient in MS Suite, VoIP tools, IT troubleshooting knowledge, etc.
So, if you are an outstanding role model who ensures that quality is a key team driver which underpins all operational performance then we would love to hear from you!
Why American Express?
There's a difference between having a job and making a difference. Amex has been making a difference in people's lives for over 160 years.
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