Job Description

Operations Team Leader
Global Fraud Protection Services
Global Servicing Group
You lead the way. We’ve got your back.
WE ARE AON HEWITT’S BEST EMPLOYER FOR 2017, 2018, and 2019 IN THE PHILIPPINES
ICT Award’s Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards’ HALL OF FAME
J.D. Power’s ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
One of HR Asia’s Best Companies to Work For 2021
Great Place to Work ® ASIA CERTIFIED
Great Place to Work ® GLOBAL CERTIFIED
Ranked in the Top 10 of Fortune’s 100 Best Companies to Work For® List in the US for the second consecutive year.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
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.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.
Reduce Provision. Enable spend. Prevent fraud. American Express’s mission is to provide the best customer experience every day. We will accomplish this by having talented teams who are supported by outstanding capabilities and processes.
American Express is looking for Operations Team Leaders who will be part of Global Fraud Protection Services for Global Servicing Group (GSG). GSG protects American Express' assets by minimizing credit and fraud losses best-in-class levels.
Here are just some of the things that you can expect when you become a part of our growing team:
Lead a team of 12 – 15 Account Protection Specialists

• Support Customer Satisfaction initiatives in improving / meeting external metrics
• Review accounts to resolve if the Card Member has set up an account with an intention to defraud American Express:
• Review account and Card member information such as; charge activity, payments, Credit Bureau information, Dunn & Bradstreet information, Fast Data information, Service Establishment information, and WCC history notes
• Make an analysis as to the risk to American Express.
• No direct contact with card members.
• Ensure accurate analysis of accepted Fraud claims and merchant support to settle chargeback to merchant or retain write-off through detailed analysis.
• Conduct weekly Coaching & Feedback sessions for Executives
• Conduct day to day functioning/administrative work including production floor management.
• Ensure delivery of all business metrics as per goals and internal/external SLA’s.
• Work closely with partners and maintain efficient internal client communication.
• Lead and maintain employee engagement and morale by ensuring constructive and mutually agreed developmental plans and using reward/recognition tools available.
• Initiate process improvements by identifying service delivery gaps and offering solutions for the same.
• Maintain compliance for all processes and policies.
• Strengthen the team by being a process specialist and providing effective leadership.
• Effectively apply tools such as timely coaching & feedback, helping specialists to acquire new knowledge and skills, and appropriate performance management.
• Implement the PMP process effectively & in a timely manner.
• Collaborate with Workforce / Contact Capacity Management in Forecasting, scheduling and leave planning.
• Manage churn / attrition of team members

QUALIFICATIONS

• Bachelor’s degree AN ADVANTAGE
• Minimum total work experience of 5 years REQUIRED
• Experience / knowledge in the fraud space AN ADVANTAGE
• Direct people leading experience of 3-8 years in a premium call center customer service environment REQUIRED (with Banking and Financial Services Industry account as an Operations Team Leader would be AN ADVANTAGE)
• Proven follow-up, coaching and conflict resolution skills REQUIRED.
• Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
• Innovative and multifaceted problem solver. Proven history of implementing development and action plans to aid in growing team member skills to get results
• Validated fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand.
• Good time management and can effectively prioritize team workloads
• Excellent written and verbal communication skills
• Ability to improve and champion a team to increase engagement and skills
• Highly participative within and across teams with ability to influence others

Our service operates over a 24/7 environment and we are hiring for various shifts - may have to work primarily during night shift including weekends and holidays.
Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig, Philippines 1634 (when Return-to-Office initiatives are in place)
• Work from Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
  • Must be amenable to work in Taguig once community quarantine measures are lifted
• Workplace Flexibility: Full Time, Rotating Shift
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

Work-at-Home is only temporary and as soon as it is safe, you will be asked to report to the office site in Bonifacio Global City.
Application Process Our recruitment process is 100% VIRTUAL. Once screened and invited by the Talent Acquisition team, expect at least 1-2 video call interviews to happen after.
This role is not open to visa sponsorship according to business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express