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TLS Market Head, Singapore

1 month ago

Singapore AMERICAN EXPRESS INTERNATIONAL INC. Full time
Roles & Responsibilities

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.


Overview:

Travel & Lifestyle Services is a key component of the value proposition of the American Express premium card products – the Centurion and the Platinum Charge card, providing services to exceed the very demanding needs of our most discerning Card members.

The benefits / services are delivered through the Customer Service operations around the world as well as by online capabilities. By driving innovation and change, TLS is rapidly transforming its economic and customer servicing business model via relationship management capabilities and addition of multiple servicing channels.

The Head of TLS Singapore operates as the leader for the TLS business unit in the Singapore market and is the face of the team across the wider leadership group as well as with key local suppliers and partners. The role will collaborate with a number of business partners to deliver our business priorities and the product strategy for the Singapore Centurion/Platinum products to retain high value Card Members, grow the portfolios and significantly increase Centurion/Platinum card spend and Travel & Concierge service engagement. This role will work closely with the local market stakeholders, colleagues across TLS Globally and external parties to achieve these objectives and is expected to be in part a customer facing role, taking the lead where appropriate in settling customer escalations and disputes.

This position will be instrumental in assessing new opportunities and providing thought leadership and/or operational management to drive strategic priorities in Singapore as well as across APAC for key strategic initiatives.

This role will also serve as part of the TLS APAC Leadership Team and the TLS International Management Team.


Key Responsibilities:

  • Customer Service Centre Management – Travel & Lifestyle Servicing Platinum and Centurion Card members, operating 24/7/365 around the world.
  • Delivering and exceeding agreed service levels and card member satisfaction metrics.
  • Managing Employee engagement and productivity across a growing team of 80 to 100+ employees, through timely coaching, offering relevant product, process and service training, establishing clear development plans, work force planning and team building activities.
  • Deploying global service improvement initiatives, productivity enhancement tools and new channels for card members to engage with American Express more efficiently and cost effectively.
  • Servicing, developing relationships with and managing escalations across a large premium card member base.
  • Managing the P&L of the customer service centre.
  • Ensuring the Centurion and Platinum Charge Travel & Lifestyle teams are adequately resourced and enabled through robust on-boarding and on-going technical and soft-skill training to consistently deliver the highest levels of personalized service to the card members.
  • Collaborating with the Benefits team and the Premium Products Marketing teams to develop compelling, profitable Travel and Lifestyle offers, products, services and delivery mechanisms to ensure consistent differentiation from the competition in both the Travel and Lifestyle industries.
  • Developing and executing strategies for supporting new product and service launches/new card acquisition meeting growth targets.
  • Coaching and developing team members to achieve a high performing team
  • Managing customer escalations and working directly with high-profile card members to ensure expectations are met and exceeded

Qualifications:

  • Proven experience in leadership positions within operation intensive organizations.
  • Demonstrated leadership in driving employee engagement.
  • Delivery of customer centric operations, with the ability to capture, understand and translate the desired experience for all types of customer interactions with Travel & Lifestyle Services.
  • A developed understanding of the business model, financial and commercial acumen and proven management abilities, to drive effective contracting with suppliers.
  • Proven relationship management skills in order to manage critical internal and third-party supplier relationships.
  • Excellent change management and communication skills to shape a strategic vision, drive execution and manage profitability whilst engaging a large employee population.
  • Strong interpersonal skills and the ability to lead without direct authority to work productively in a matrix leadership environment.
  • Strong project management skills including experience of managing major change, such as significant engineering of processes and structuring.
  • Proven experience in the design, administration and use of customer feedback data in a consumer environment to drive 'Customer Experience' improvements.
  • Proven experience in the design, implementation and evaluation of colleague development initiatives.
  • Proven experience in the management of Workforce Planning in a consumer environment to support short and long range business planning.
  • Understanding and experience of the local Singapore and Malaysian markets

Compliance Language

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, onsite or virtual 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.


Tell employers what skills you have

Lifestyle
Relationship Management Skills
Assessing
Customer Service Operations
Workforce Planning
Relationship Management
Counseling
Employee Engagement
Thought Leadership
Business Planning
Life Insurance
Mental Health
Team Building
Wellbeing
Retirement
Working Model

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