American Express Manager - Global Credit Network - New Accounts in Tokyo, Japan

This role will be responsible for leading the Global Credit Network function for the Japan Market. The role sits at an intersection point between GNICS, GCN and Risk and provides the successful candidate with the opportunity to collaborate, influence and lead across the organization.

The successful candidate will have a proven track record of providing thought leadership to teams and driving complex operational programs.

The candidate is accountable for managing employee, customer, and shareholder goals across the GCN organization.

The candidate should demonstrate a high level of thought leadership and a demonstrated ability in driving results in a service-oriented environment of both management and Customer Care Professional populations.

Job Responsibilities:

  • Monitor & deliver on key indicators of performance and productivity metrics including Recommend to Friend, CHT, & Top Box (OSAT)

  • Take timely actions to ensure a consistently high level of service in line with the GCN Strategy to deliver extraordinary customer care

  • Partner closely with GNICS teams to ensure an efficient and effective New Accounts, Credit & Collections process.

  • Responsible for the oversight and management of the CSK application processing vendor.

  • Work with Risk Management colleagues to support underwriting policy changes.

  • Control all financial and cost lines and proactively engage with Finance to optimize costs within budget levels.

  • Work with HR and Training in recruitment and retention of premium talent

  • Motivate staff and leaders working multiple shifts across the Center to deliver at optimal levels – ensure high levels of employee engagement and retention in a challenging environment in a high growth industry

This role may be subject to additional background verification checks.

Qualifications

  • Overall Work Experience of 5 years

  • High level of thought leadership, with an ability to develop and execute successful strategies

  • Proven ability to attract, inspire, and develop high-performing teams

  • Experience in Risk Management, and strong working knowledge of the Japan Market - Regulatory and Compliance requirements for acquisition and Collections.

  • Strong ability to formulate and communicate strategies in a clear, compelling way

  • Demonstrated ability in driving results in a large, complex, service oriented environment of both management and CCP (Customer Care Professional) populations

  • Strong customer orientation. Should have a deep level of understanding about customer experience and operations

  • Results oriented and self-motivated with an entrepreneurial spirit to drive new ideas and change across functions/businesses.

  • Demonstrated strategic and tactical idea generation and execution.

  • Exceptional relationship management skills with a proven track of positively collaborating & influencing internal and external partners.

  • Strong people leader with ability to drive results.

  • Ability and experience to build teams and motivate employees to achieve desired results.

  • Ability to be flexible, to prioritize multiple demands and effectively manage in a matrix organization

  • Fluent in English and Japanese

Job Operations

Title: Manager - Global Credit Network - New Accounts

Location: Japan-Tokyo-To-Tokyo

Requisition ID: 16013057