Vice President, Cms – Banking & Business Blueprint Operations

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
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.

About Banking & Business Blueprint Operations
Our organization is responsible for providing expert customer care to our rapidly growing base of customers holding Consumer Checking and Savings accounts, Business Checking accounts and Business Blueprint products.
We provide multiple aspects of servicing for our customers, including Front Office servicing via Voice and Chat, Onboarding of prospective customers, Fraud Operations and Back Office Servicing.  The organization handles close to 1 million customer contacts and 2 million cases annually.

Job Description
Reporting into the VP, Banking and Business Blueprint, this role will lead a team of ~350 colleagues across multiple markets, with teams based in the US, India and the Philippines. The successful candidate will be responsible for driving day-to-day operational excellence while delivering exceptional customer service.
This role will be responsible for leading multiple components of Banking Operations Business, including Voice Servicing for Consumer Checking and Savings, Business Checking and Business Blueprint, Chat Servicing for Consumer and Business Checking and the Enterprise Bank Servicing (EBS) team supporting our Money Movement and Back Office functions.
The successful candidate will be expected to continue delivering outstanding servicing for Banking and Blueprint Customers, while closely partnering with Banking & Blueprint Strategy & Integration teams as we continue to expand and evolve our servicing model and capabilities in this rapidly growing area of the business.

Responsibilities: 
Key responsibilities will include but not be limited to:
Drive day-to-day servicing operations and governance
Drive strict adherence to AMEX Policies & Procedures as well as local Market Compliance & Regulatory requirements and ensure the teams and our processes are audit-ready 24x7
Deliver on key indicators of performance and productivity metrics including Call Sentiment (VIBES), Recommend To Friend, average Call/Chat/Case Handle Time, Call Abandon Rate, Repeat Contact Rate and Schedule adherence metrics
Partner with HR, hiring and training teams to drive hiring, training and retention strategies in-order to build the best team
Operate in close partnership with Global Contact & Capacity Management (GCCM) to ensure capacity is aligned with volumes and appropriate staff scheduling and adherence to schedules are in place to enable optimal dialer performance and meet inbound/outbound call metrics.
Take timely actions to ensure a consistently high level of service in line with the Global Services Group Customer First strategy
Partner closely with Compliance, Fraud, Risk & GSG strategy teams to ensure an efficient and effective servicing
Control all financial and cost lines and proactively engage with Finance to optimize costs within budget and staffing levels 
Ensure robust, tested and documented Business Continuity Plans are in place, for all in-scope markets
Ensure high levels of Colleague engagement and retention in a challenging environment.
Motivate staff and leaders, across the center to deliver at optimal levels 

Key Qualifications:
Demonstrated experience in leading an Operations team (or relevant experience)
Experience in Banking Operations a distinct advantage
Exceptional planning skills & experience from working in an operational environment where the processes are complex and numerous.
Outstanding track record of driving results
Excellent communication and relationship management skills at all levels.
Demonstrated abilities of flexibility and resilience in the face of changing business requirements.
Proven people leadership experience with the ability to motivate and lead geographically dispersed teams.
Proven ability to be able to drive and deliver results in a full range of scorecard dimensions (Shareholder, Customer, Colleague)
Ability to understand and assess key performance data and adjust short, medium and long term strategies accordingly.
Demonstrated analytical and problem solving skills.
Demonstrated knowledge of strategy, financial/business operations, and cost management.
Ability to evaluate alternatives and recommend solutions based on strong operational and financial acumen.
Proven ability to influence and succeed in a matrix environment.
Demonstrated ability to work collaboratively and influence business partners to achieve the best solution for the Enterprise.
Be a team player with the ability to perform under pressure and meet deadlines in a demanding environment

Salary Range: $185,000.00 to $260,000.00 annually + bonus + equity (if applicable) + 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.
US Job Seekers/Employees -Click here to view the "Know Your Rights" poster and the Pay Transparency Policy Statement.
Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.