Manager-Operations
About the position
The Manager of Operations at American Express is responsible for leading the Customer Advocacy Service Team (CAST) within the Global Customer Research & Solutions organization. This role focuses on managing day-to-day operations, driving performance improvements, and ensuring compliance with regulatory requirements. The position emphasizes leadership, relationship management, and analytical skills to enhance customer experience and operational efficiency.
- Responsibilities
- Provide direct leadership to the Complaints Analyst role. ,
- Manage multiple key performance indicators related to case quality and regulatory compliance. ,
- Lead and evolve the CAST team to improve process and Analyst productivity. ,
- Identify trends in customer complaints and friction points in the customer journey. ,
- Present findings and reports to senior leaders across various business lines. ,
- Support audit and exam requests as a process expert. ,
- Package and deliver monthly reporting on the health of the regulatory complaint process.
- Requirements
- Experience handling regulatory complaints and adhering to US complaint policy requirements. ,
- Experience leading Complaint Analysts. ,
- Strong knowledge of the U.S. complaint policy. ,
- Excellent communication skills, both written and verbal. ,
- Strong relationship management and conflict resolution skills. ,
- Analytical skills with a proven track record of thought leadership.
- Nice-to-haves
- Experience with workplace tools such as Global Complaints on CLIC and Tableau hub reporting. ,
- Background in the regulatory complaint space.
- Benefits
- Paid parental leave ,
- Health insurance ,
- Dental insurance ,
- Vision insurance ,
- Life insurance ,
- Retirement plan ,
- Flexible working model with hybrid, onsite or virtual arrangements ,
- 20+ weeks paid parental leave for all parents ,
- Free access to global on-site wellness centers ,
- Free and confidential counseling support through the Healthy Minds program ,
- Career development and training opportunities
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