Director, Japa Collections

The Director, JAPA Collections will manage a team of individuals and agency partners that support American Express Call & Collect and Legal collections for the Asia Pacific Market. The Director is responsible for managing collections teams across the APAC region who the end to end outside agency collections process in the market. Incumbent will drive the key collections and compliance metrics for the outside agency network in the regions to maximize collections effectiveness and efficiency while reducing operational risk through flawless execution.

Responsible for the development and direction of service related activities for the organization in the customer service function. Develops and implements policy for the resolution of residential and/or commercial customer account satisfaction.
- Responsible for Accounts receivables of close to 500 Million USD and collections of over 120M USD annually.
- Managing 16+ Collection Agency relationships with over 500+ collectors supporting multiple markets, including Australia, New Zealand, Japan, India, Singapore, Hong Kong, Thailand, and Taiwan, driving success through enhanced and focused agency management.
- Developing key business partnerships in the regions to drive desired outcomes and establishing oneself as key business leader in GSN and regional business environment will be critical for success.
- Work with the Business, Risk Management, GCO and Compliance in reducing operational risk and maximizing collections effectiveness.
- Lead a team of over 60+ employees across multiple markets, standardizing best-practices and ensuring compliance to regulatory and AXP requirements.
- Driving a comprehensive transformation plan focused on accelerating our progress with strategies and programs that drive even better outcomes.
- Identifying and onboarding partners with best-in-class digital capabilities.
- Responsible for 1st and 3rd Party Collections, with a focus on Call and Collect, Legal, and Specialty portfolios.
- The role requires 25% travel.

**Minimum Qualifications**
- Minimum 15 years’ experience in the financial services industry with deep expertise in managing collections / outside agencies in International /US markets.
- Post Graduate Diploma, MBA or Equivalent certifications in Business and or Finance.
- Demonstrated leadership skills in a global, matrix environment, with experience in leading teams that manage an outside agency network is required.
- Proven ability to effectively lead through change, provide flawless execution and manage performance while adhering to strict deadlines.
- Demonstrated knowledge of strategy, project management, financial/business operations, and cost management.
- Must have strong thought leadership experience and ability to drive results.
- People leadership experience with the ability to motivate, develop and lead geographically dispersed teams.
- Strong verbal, written and inter-personal communication skills with proven ability to build high level relationships with Business Partners, Executives and outside agencies.
- Demonstrated track record of integrity, innovation and excellence.
- Ability to work non-traditional hours due to business needs

**Preferred Additional**:

- Strong knowledge of Card collections & legal process.

**Why American Express?**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. 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.