Job Description

American Express Canada is a company with a long history and a bright future. A Canadian employer since 1853, Amex has created a culture that nurtures extraordinary talent and turns careers into unparalleled experiences. A company where every employee is given the opportunity to learn, grow and excel, Amex is always on the lookout for driven, forward-thinking and creative people ready to take their career to the next level. So, if you share our passion for excellence, our dedication to great service and our excitement about innovation, there’s a world of opportunity waiting for you in a career with American Express Canada.

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. The Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure, as well as a variety of lifestyle services. TLS serves both premium and non-premium Card Members via several servicing channels including our telephone service center (predominantly for premium Card Members). There are significant opportunities for the TLS business in Canada to operate in a more efficient and streamlined servicing model, especially in terms of optimizing our processes in our contact centers. To enable that, we are focused on process excellence across the TLS organization including implementing a number of market and globally aligned key projects and initiatives focusing on the customer experience, employee engagement and revenue generation.

• Based in Toronto, Canada and responsible for the day to day operations of the Japan After Hours Servicing teams within Travel & Lifestyle Services
• Matrix environment reporting relationship with internal Amex client, Travel & Lifestyle Services, Japan.
• Reporting directly to the Canadian director/general manager
• Determines operational strategies and efficiencies by effective resource planning, performance reviews, and cost analysis
• Responsible for handling customer service issue escalations and supporting improvement process initiatives to enhance the card members premium experience
• Strong analytical and problem solving skills to identify and resolve issues
• Expected to be goal orientated and to drive positive results in the department’s Employee, Customer and Shareholder satisfaction metrics
• Responsible for managing and ensuring success of key projects
• Ability to handle issues and act on behalf of director/general manager in his absence
• Some travel to Japan/Asia may be required

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

Qualifications

• Bilingual in Japanese and English (spoken and written)
• Solid understanding of the AXP Business and Customer Service Principles
• Excellent understanding of the travel and lifestyle industry and the value proposition within the Premium card offering
• Proven leadership and people leading skills
• Solid understanding of performance evaluation and customer service metrics
• Proven ability to engage team and lead to success
• Excellent communication and conflict management skills
• Premium customer service standards
• Strong interpersonal skills and ability to develop relationships with peers in business unit
• Strong team player and self -motivation with the ability to handle multiple work streams and ad-hoc tasks simultaneously
• GDS knowledge; preferably Sabre
• Excellent written and verbal communication skills (interpersonal, group/meeting facilitation and executive presentations/communications) in both Japanese and English
• Contact center experience a definite asset Education Requirement
• Minimum 5 years leadership and people leading experience required

It’s an exciting time to join American Express Canada, where we dedicate extensive time, resources and effort to satisfying and surprising our customers. We make that same commitment to our employees, as well, striving to create an environment where people are respected, both personally and professionally. Be part of it. American Express Canada is committed to employment equity and encourages applications from aboriginal persons, persons with disabilities, members of visible minority groups and women. If you have a disability accommodations can be made.

Please apply online at https://jobs.americanexpress.com/jobs/17006902/Japanese-English+Bilingual+Operations+Manager?lang=en-US