**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?** The Global & Premium Merchant Experience team provides servicing to American Express Merchants and Payment Providers to become essential to our clients by providing differentiated value to help them achieve their aspirations. We also help American Express retain, grow and improve overall satisfaction with these customers. The Team mainly serves our Merchants in Australia, New Zealand, Singapore, Hong Kong and Thailand. You will be responsible for selecting, nurturing, and inspiring talented Customer Care Professionals and other colleagues to deliver the highest levels of customer care to our Merchants. This role will allow you to demonstrate critical thinking, strategic vision, inspirational people leadership, teamwork, operations experience, and the ability to stretch through interactions with leaders and colleagues at all levels of the organization. The ideal candidate will be an inspiring leader who can balance the demands of running a high paced service environment with hands on people leadership and innovation to propel future results. A consistent track record of outstanding results, exceptional people leadership and relationship management skills as well as an ability to bring an external perspective while challenging the status quo are fundamental attributes for the successful candidate. **Key Responsibilities:** + Leading the team in handling servicing requests from various markets and several process units to provide outstanding service to our APAC based merchants, especially our high value managed accounts as well as Client Managers. + Able to make sound decisions to proactively resolve Merchants’ and Client Managers’ enquiries/issues while being able to provide valuable insights to identify and resolve root causes of possible future issues with an ultimate aim to improve our Customer Experience metrics. + Leads with an external perspective to innovate for the future and meet the evolving needs of our customers. + Building and leveraging effective relationships with Merchants and Client Managers via forums and other means of communication. + Ensure consistent delivery of all key operations Shareholder, Customer and Colleague metrics while driving engagement and loyalty via effective leadership and coaching. + Ownership of the retention, recruitment and talent development strategy that aligns with AXP’s inclusive and diverse culture. + Ownership of our performance management process and its execution against minimum standards to reduce performance variation. + Embodies the One Team, One Purpose mindset to foster strong collaboration across markets and with key business partners. **Minimum Qualifications:** + Proven experience in a leadership position. + Strong communication skills, both verbal and written with the ability to influence decisions and drive change. + Demonstrate experience in leading teams servicing High Net Worth/VIP clients or Large Corporate customers. + Ability to look at a variety of internal and external data to innovate and continually improve the customer experience journey. + Strong knowledge and belief in Growth Mindset, highly accountable and intrinsically motivated. + Must understand Relationship Care and the American Express brand and products. + Excellent problem solving, time management and organizational skills. + Knowledge and experience of the Merchant, Acquiring Business and/or the Payments industry. + Must have a high degree of attention to details with very good decision making skills. This role may be subject to additional background verification checks. **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 or onsite 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:** Malaysia-SGR-Kuala Lumpur **Schedule** Full-time **Req ID:** 26001394