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.

This Temporary Work Assignment is for a Director position supporting the Client Engagement Team. This role is a telephone-based position and leads a team of managers responsible for partnering with the customer in order to meet their business needs, proactively retain their spend and strengthen the relationship. The team will do this through spend capacity optimization, benefit reinforcement, value proposition re-education and fostering the relationship.

This position is responsible for managing an existing customer base and will be fluid based on where we see the largest engagement opportunities (part portfolio management + part customer actions).

This is a Temporary Work Assignment that will run for 6 months.

Job Responsibilities

Strategic planning (30% of time)

• Drive overall engagement strategy for US SME to achieve business goals and targets
• Collect customer feedback and learnings to influence product development and offerings based on customer need

Coaching and development (30% of time)

• Coach and develop a group of consultants to maintain customer spend with American Express
• Hire and on-board new managers to build a strong team and support team development by regularly conduct 1:1 coaching sessions and team huddles

Performance management (20% of time)

• Drive a high quality, rigorous sales review process, including account planning, account prioritization and opportunity development
• Partner closely with specialized sales team to identify win-win situations for the customer

Customer Engagement Efforts (20% of time)

• Identify key client engagement opportunities
• Escalate and partner with Finance, UWA, Servicing, and senior leadership when customer is at-risk
• Provide guidance to team to treat identified customers and reach resolution

Compliance (100% of time)

• Ensure all aspects of the American Express Code of Conduct, and our Sales Practices policies, standard, and procedures, are adhered to so that we uphold the highest standards in our interactions with our customers and compliantly meet all regulatory requirements
• Support Operational Excellence team in call monitoring processes to support high quality customer interactions

Knowledge, Skills, Attributes, and Experience

Financial Fluency

• Strong knowledge of Financial Fluency and understanding of the underwriting and risk process

Client development

• High level of Financial Fluency and understanding of the underwriting and risk process. Must be able to drive results through creative problem solving and excellent leadership

Coaching

• Provides individualized skills-improvement assistance, aiding in self-discovery and encouraging self-generated solutions

Performance management

• Exhibits consistent track record of managing performance, coaching, and motivating for success and identification of development strengths and opportunities improvement to a large team to enable improved business results

Demonstrating value

• Proactively and consistently demonstrates the value of partnering with American Express

Results focus

• Demonstrates a driven, positive attitude, quickly adapts to different situations, and recovers from setbacks

Market, industry, & product knowledge

• Understands at a tactical level market/industry key competitors, challenges, terminology, technology, trends, and regulation

Attributes

• Critical thinking
• Leadership and team motivation
• Personal accountability
• Compliance focused

Experience

• High level of Financial Fluency required
• Bachelor’s degree preferred
• Experience leading teams, 5 – 7 years minimum
• Knowledge of Risk and Underwriting Process
• Experience partnering with clients across various markets / industries
• Experience in a highly-regulated industry

AXP employees will maintain their current salary and be eligible for a completion bonus at the end of the temporary work assignment. The completion bonus is up to 5% base salary for laterals in band and up to 10% base salary for stretch assignments. The completion bonus amount will also be pro-rated to reflect the length of the assignment.

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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