Manager-Operations

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US Complaints Operations Manager
This position reports to the Director of the Customer Research & Resolution directorate within the Global Customer Research & Solutions (GCRS) organization.   
The Global Customer Research Solutions Teams (GCRS) support a wide variety of processes and sensitive activities such as managing highly complex escalations on behalf of senior executives, researching and addressing consumer inquiries submitted through a variety of regulating agencies and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements.
The candidate chosen will be responsible for managing the day to day operations of CAST (Customer Advocacy Service Team) while driving year over year operational performance improvements, developing and executing process strategies, identifying regulatory complaint trends and themes through complaint data analysis and the segmentation inventory strategy. 
Key Responsibilities:
Provide direct leadership to in support of their key responsibilities of the Complaints Analyst role.
Lead and evolve the CAST team by managing multiple key performance indicators centered around Analyst and process performance – case quality, regulatory compliance quality testing, process and Analyst productivity, and the escalation of Process Improvement Escalations issues.
Manage multiple relationships across key internal partners.
Perform varying responsibilities in support of executing and evolving strategic initiatives tied to process efficiencies and enhancements.
Identify friction point trends within the customer journey.
Present and package findings to senior leaders across multiple lines of business.
Package and deliver monthly reporting packages around the health of the regulatory complaint process. 
Support audit and exam requests serving as a process expert.
Ensure the strategic approach and delivery is aligned to the guiding principles of the Global Servicing Group.

Preferred Qualifications:
Able to engage with a spirit of excellence by demonstrating "Authentic Leadership" model and being a Servant Leader.
Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls.      
Communicate clearly and concisely in both written and verbal form, to different audiences with varying backgrounds. High degree of integrity, comfort with speaking up for what is right as well as reporting/escalating risks and concerns.
Strong relationship management and conflict resolution skills with proven track record of positively collaborating and influencing in a matrix environment to achieve outcomes without direct responsibility.
Hands on experience with various workplace tools: Global Complaints on CLIC, Global Servicing Portal (GSP), Global Communication System (GCS), performance management tools, tableau hub reporting.
Analytical skills are essential for this role with proven demonstration of strong thought leadership.
Regulatory complaint space background with strong knowledge of regulatory environment and impacts to the complaint space.

Minimum Qualifications: 
Experience with handling of regulatory complaints through strong written responses and adhering to the US complaint policy requirements.
Experience leading Complaint Analysts.
Strong knowledge of the U.S. complaint policy.

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
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 
6% Company Match on retirement savings plan 
Free financial coaching and financial well-being support 
Comprehensive medical, dental, vision, life insurance, and disability benefits 
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
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

For a full list of Team Amex benefits, visit ourColleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
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.
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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.