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 Commercial & Merchant Servicing Network supports the Global Commercial business and Global Merchant Network in all their servicing needs, responsible for over 189k Corporate Clients, 14 million Corporate and OPEN Card Members and 50 million merchants, handling in excess of 12 million calls globally.

As a Director in Commercial Servicing Network Japan, you will be leading by example. You will need to be an impactful operations leader, delivering the American Express vision to provide the world’s best customer experience every day. You will need to work with team to create a best in class work environment, and drive results in CSN Japan key strategic priorities

Leading a team of over 100 colleagues, you will be primarily responsible for spearheading strategic initiatives, drive operations excellence and collaborate with business partners to deliver business objectives

What Winning Looks Like

•    Ensure ongoing delivery of all key operations metrics across Shareholder, Customer and Colleague

•    You will be a passionate advocate of effective coaching and others’ development, and be directly involved in supporting your team to deliver world class coaching

•    You will be driving a positive culture through strong leadership and effectively inspiring, motivating and influencing large teams of Customer Care professionals and Operations frontline & project leaders

•    Deliver “Best in Class” Recommend to Friend (RTF) scores leading to greater advocacy in our Client base and ensure the strengthening of Customer First for Business ethos in operations

•    Drive “Customer First Resolution” to ensure our customers issues are resolved in a timely manner

•    Build a culture that selects, develops, engages and retains our best talent

•    Operationalise our Amex Flex and hybrid servicing model, ensuring the needs of colleagues and customers are met

•    Responsible for leading our economics and ensuring we deliver on P&L goals through operating expenses and business growth

•    Champion proactive servicing and accelerate digital first mindset across our Commercial customer groups 

•    Ensure we lead with a culture of Control and Compliance   

•    Partner with ICS to drive growth strategies within Servicing (e.g. Value Generation)

•    Championing and driving Diversity, Equity and Inclusion on all that we do

Please note, Salary increases in case of a lateral move (move within same band) are provided only on an exception basis and in line with compensation guidelines.
 

Key Skills

•    Exceptional people leadership skills, build team cohesiveness, trust, respect and able to effectively influence and motivate the group

•    A change manager who can maintain relationships and drive outcomes effectively

•    Ability to work with cross-functional teams across multiple stakeholders and geographies

•    Strong problem solving & analytical skills 

•    Ability to execute on business deliverables and contribute towards long-term strategy

•    Exceptional interpersonal skills to collaborate and influence across all levels

•    Results-oriented. Able to deal with ambiguity and competing priorities

•    Generate organizational followership, with an ability to develop a vision for growth and to lead a large group of people toward that vision

•    Inspirational leadership and experience of driving talent strategy and colleague engagement

•    Proven ability to attract, encourage, and develop successful teams 

•    Track record of driving results in an Operations environment 

•    A deep passion for the customer – has a deep level of understanding about customer experience and operations

•    Extensive understanding of the Global Servicing Group and Commercial Servicing

•    Fluency in both Japanese and English is required.

 

This role may be subject to additional background verification checks.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries  Bonus incentives  Support for financial-well-being and retirement  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need  Generous paid parental leave policies (depending on your location)  Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)  Free and confidential counseling support through our Healthy Minds program  Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.