Collections Operations Manager

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• Lead the Collections Mexico, Collection Voice (Kuala Lumpur), Collection Subject Matter Expert and Collection Invoice and Reconciliation team, which includes managing and monitoring performance and ensure that all metrics/performance scores are met.
• Lead for but not limited to: Collection Operations Audits, PRSA and ORE (Operational Risk Event) remediation, custodian for all intra-company contract, system and process migration, Business Contingency Plan (BCP) and DIsaster Recovery Support, Collection Processes, and CHC, Global Invoicing processing and support, point of contact for the outsourcing committee for all serviced market including preparing required service level agreement and quality reports.

Qualifications

• Proven people leadership results, with a solid track record of leading a highly motivated team of leaders across different cultures and geographies.
• Strong interpersonal skills and ability to lead and work well in a matrixed team, across geographies and time zones.
• Ability to drive, manage and communicate changes while working well with stakeholders, including managing upwards.
• Excellent written and verbal communication as well as presentation skills.
• Keen and quick learner who desires to understand and learn new things
• Critical thinker who displays sound judgement and ability to articulate decision clearly and rationally
• self-starter with ability to execute with minimal supervision and strong attention to details
• Ability to persuade/negotiate solutions with stakeholder to resolve problems
• Experience in risk management/collections is advantageous
• Solid PC skills, specifically MS Office application.
• Excellent communication skills in English both verbal and written. Additional languages such as Mandarin or Cantonese would be an advantage.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 or onsite 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.