Team Leader-Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The Global Fraud team focuses on insulating our Card Members and merchants from any misuse of their cards/businesses and continually minimize our losses. Ultimately, Global Fraud aims to minimize fraud while instilling a deep sense of security and confidence in our customers.

Global Fraud protects Card Members by removing financial responsibility for fraudulent activities and protects our merchants by reversing chargebacks from invalid fraud claims. The team educates both Card Members and merchants how to better protect themselves from fraud. And the team partners closely with Risk to minimize identity theft takeovers by alerting customers who have been impacted and helping them avoid future risk takeover.This position is responsible for supporting Global Fraud Operations by providing real-time support, schedule management, and call metric reporting. Day to day updates will help ensure the smooth running and execution on a variety of business deliverables, both ad-hoc and ongoing. This role will have oversight and responsibility to help deliver on both short and long-term priorities.

This individual will interact closely with internal and external customers and Account Protection Specialists (APS). Additionally, the leader will provide leadership in situations when the goal is not always clearly defined and will require strong collaboration with peers to meet business objectives. 

Responsibilities include but not limited to:

• Lead a group of 10-15 Account Protection Specialists (APS) who are responsible for providing service to our Global Fraud Protection Services customers.
• Coach and develop APS to drive customer engagement to ensure interactions are handled professionally, in accordance with company policies, procedures, service level agreements and legislative requirements.
• Provide feedback and direction to APS by assessing skill levels and overall readiness.
• Encourage and support a customer focused consultative environment while driving business results by means of effective process improvement, change management and employee development.
• Act as a conduit for communication to ensure direct reports are well informed about issues that affect them and their customers.
• Accountable for service and quality in support of Fraud Protection accounts.
• Shape future productivity and employee engagement through inspiration, robust coaching, collaboration, and sharing of best practices.

Minimum Qualifications:

• Tailored, inspirational and effective coaching to APS’.• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
  Effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
• Talent pipeline by Identifying staff with high potential for succession planning and coaching.
• Highly analytical with the ability to identify the root cause of a situation, while keeping the big picture in perspective.
• Process improvements by identifying gaps; offer solutions and successfully implement ideas to enhance the cardmember experience.
• This candidate should be a strong negotiator with ability to make decisions quickly.
• Exceptional organizational skills and follow up.
  Effectively communicate verbally as well as in wr