Team Leader-Banking 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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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.

How will you make an impact in this role?

We are seeking candidates with prior leadership experience, a strong track record in customer service, a winning attitude, and a growth mindset. At American Express, we offer industry-leading Banking products and are looking for a leader who is passionate about delivering outstanding service to our customers. 

If you have the skills outlined below and share our commitment to providing a remarkable customer experience, we look forward to receiving your application and connecting with you soon. 

Job Description:

This position is part of the Banking Servicing Network (BSN) and is responsible for leading a team that delivers a world-class customer experience on behalf of American Express National Bank within Operations. The role supports Commercial Banking customers by ensuring accurate, timely, and personalized service in alignment with service level agreements and regulatory requirements. 

 Lead a team of 12–16 Customer Care Professionals delivering exceptional service, across financial services and banking products. 

• Responsible for performance management for all direct reports including daily coaching, goal setting, development planning, and performance reviews. 
• Monitor customer servicing calls & chats to ensure flawless customer experience. 
• Meet Compliance & Governance for all processes and policies. 
• Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team. 
• Define what winning looks like through consistent, effective coaching and feedback that helps colleagues maximize performance. 
• Make sound decisions in critical day-to-day situations. 

Minimum Qualifications:  

• Previous leadership/coaching skills with demonstrated ability to coach, develop, and manage performance in a customer-centric environment required. 
• Excellent communicator with the ability to deliver clear, actionable feedback and adapt communication style to various audiences and situations. 
• Demonstrates strong personal accountability, is receptive to feedback, and effectively leads through change. 
• Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) & customer first resolution. 
• Technologically proficient, with the ability to navigate multiple systems and analyze data with speed and accuracy. 
• Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy 
• Call center operations experience with strong Banking Product and Operations knowledge required 
• Build and maintain strong working relationships with internal partners, leadership, and external financial institutions to support seamless operations and customer outcomes.