Director of Credit/Collections - Service Delivery Leader II Job Listing at American Express in Phoenix, AZ

Financial Services, Leisure

Title: Director of Credit/Collections - Service Delivery Leader II
Location: Arizona-Phoenix
Other Locations:
Global Credit Administration (GCA) is responsible for the end-to-end management of our credit, collections, and fraud operations around the world. GCA has been aligned under four pillars:

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Credit Operations is responsible for recovering balances and limiting exposure, while building upon the customer's relationship with American Express.
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Global Fraud Protection Services provides management of fraud capabilities, strategies and operations to protect our Merchants and customers from fraud.
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Global Collections has oversight of the management of our first and third-party collections agencies, as well as various specialty partners.
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Strategy and Support defines the strategy for GCA, while continuing to also provide functional support in areas such as dialer and customer management, analytics, and management and information systems.
GCA aims to strike the right balance between helping customers in need through a range of workout programs, and taking actions to prevent spending that will not be paid back to American Express. In short, our primary focus is to protect and recover American Express' receivable assets, while delivering on our customer commitment.



Job Responsibilities:

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Provide leadership, strategic direction and day to day management for front line team leaders and associates servicing our card members in a Credit and Collections environment.
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Drive results for the business in all key areas (Shareholder, Customer and Employee).
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Serve as a liaison for the following areas; Risk Management, Customer Management, Card Member Services and Operations Support for credit and collections related strategies.
* Additional responsibilities include but are not limited to administering; Employee Satisfaction, Performance Management Process, Employee Development, Performance Metrics, Variable Compensation, Quality, Control and Compliance.
The successful candidate will have the following skills:

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A minimum of 5 – 7 years experience in Credit and Collections, Risk Operations and / or Call Center Management.
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Demonstrated leadership skills in a global, matrixed environment, with experience leading teams of collections specialists required.
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Proven ability to provide flawless execution, while adhering to strict deadlines.
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Must have strong thought leadership experience and ability to drive results.
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Innovative thinking to improve the customer experience in a controlled credit environment.
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Proven ability to build high level relationships with Business Partners and Executives as well as the demonstrated ability to lead, develop and influence others.
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Must be PC literate in a variety of applications.
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Strong understanding of the financial services or related industry – specifically Credit and/or Recoveries.
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Demonstrated track record of integrity, innovation and excellence.
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Ability to motivate, coach, drive results and develop front line professionals and team leaders.
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Bachelor’s Degree required
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Monday-Sunday operating hours.
Preferred:

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U.S. Call center experience
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MBA or other applicable graduate degree