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Director of Complaints Management

2 months ago

Old Toronto, Ontario, Canada American Express Services Europe Limited Full time
Job Title: Director, Complaints Management

At American Express Services Europe Limited, we're committed to providing an exceptional customer experience. As the Director of Complaints Management, you'll play a critical role in ensuring that our customers receive the highest level of service and support.

Key Responsibilities:
  • Lead a team of complaint resolution specialists in Canada, Mexico, and Spain, providing direct oversight and guidance to ensure effective complaint resolution.
  • Develop and execute process strategies to drive operational performance improvements, identify and strengthen process controls, and provide regular insightful commentary updates across internal forums.
  • Collaborate with key stakeholders across multiple teams to ensure business needs and mandatory compliance, legal, and colleague requirements are met.
  • Represent American Express at external forums, utilizing learnings to incorporate external perspectives and drive business growth.
Qualifications:
  • Bachelor's degree or above.
  • Minimum of 10 years of experience as a respected people leader with applicable operational technical skills and ability to engage and lead large diverse teams.
  • Broad knowledge of financial products and services.
  • Extensive experience in handling customer-related processes, controls, matters, and/or complaints.
  • Clear demonstration of analytical skills and experience working with large sets of data.
  • Demonstrates a transformational approach to efficiency and effectiveness, particularly as it relates to Complaints strategic roadmap projects.
  • A highly skilled influencer with demonstrated ability to drive relationships that enable partnership, collaboration toward common goals, and leveraging of best practices.
  • Highly accountable with a strategic mind-set, demonstrating end-to-end ownership of activity within their remit and able to work across the matrix and lead in a global environment.

We're an equal opportunities employer and welcome applications from diverse candidates. If you have a disability and need accommodation, please speak with the Recruiter for more information.