**Description** At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **How will you make an impact in this role?** This position will be responsible for ensuring the efficient and high-quality execution of all operational processes related to post-sales and customer service for insurance portfolio. This position is essential to guarantee SLA compliance, implement ongoing improvements, and enhance customer experience at every touchpoint. **Key Responsibilities** * Ensure compliance with all operational Service Level Agreements (SLAs) by defining quality controls and promoting process improvements. * Monitor the claims team at each insurance provider to reduce the total turnaround time from claim initiation to final resolution. * Promote the use of the Amex Insurance Service, enabling customers to report and track claims digitally, thereby improving traceability and customer autonomy. * Enhance communication with customers throughout the claims process to foster greater trust and transparency. * Continuously review post-sale operational processes and generate operational reports to maintain team oversight. * Ongoing validation of processes, risks, and dependencies with insurance providers to quickly and accurately address identified opportunities. * Supervise call center call quality and, together with the validation process, ensure outstanding execution for the best customer experience. * Implement a robust quality monitoring process that includes structured feedback for call center representatives. * Manage and follow up on all complaints received via the call center and executive office, ensuring optimal response times and excellent customer care. * Coordinate with insurance providers and internal teams to keep all processes focused on the customer. **Minimum Qualifications** + * Bachelor’s degree in Administration, Engineering, Finance, or related field. * At least 2 years of experience in operations, insurance, or customer service, ideally in the financial or bancassurance sector. * Knowledge of claims management, continuous improvement processes, and quality monitoring. * Customer Experience and Communication * Proficiency in Excel and process tracking tools. **Preferred Qualifications** * Operational Excellence and SLA Management * Cross-functional and Cross-institutional Coordination * Continuous Improvement and Root Cause Analysis * Customer Experience and Communication Strong analytical, communication, and organizational skills. * Customer-focused with high attention to detail. * Quality and Active Feedback * Results Orientation and Compliance **Qualifications** We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: + 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. **Job:** Operations **Primary Location:** Mexico-Mexico City-Mexico City **Schedule** Full-time **Req ID:** 25014811