Director-Operations-Banglor Full Time

At American Express, service has been at the core of our company for more than 164 years. In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship.
This B40 Director of Operations position will lead the India Domestic Consumer Servicing & other functions within the market. This is a Bangalore based role that will lead ~125 + employees.
General Responsibilities
Collaborate effectively with peers in GOCM, NEO, Process Excellence, Capabilities and to deliver on the E2E servicing experience for our Card Members develop end to end strategies to reduce demand, elevate Card Member experience, reduce journey friction points, create differentiation through an omni-channel experience, and leverage the power of closed loop
Ensure ongoing delivery of all key operations metrics across Share Holder, Customer and Employees
Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency and unit cost metrics
Also, develop a culture of continuous improvement and waste elimination
Build a strong internal controls framework and ensure we meet all regulatory, compliance standards

Qualifications:
Demonstrated ability to lead large (150+) scale customer service organization
Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization
Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives
Proven track record of working in a Global Operations environment and delivering outstanding results
Strong project management, problem solving & analytical skills
Ability to coordinate multiple priorities at once
Exceptional thought leadership to continually explore and create innovative process and business improvements
Excellent written and oral communication, interpersonal and conflict resolution skills
Lives the growth mindset
Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group
Trained in Process Improvement and Six Sigma techniques

Tagged as: bank office operations