Director - Platinum and UK Centre of Excellence Servicing - Travel and Lifestyle Services

American Express
Brighton, UK
21 Aug 2019
27 Aug 2019
Contract Type
Full Time
American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of travel and lifestyle services, from trip planning, booking and enhancing the broader travel experience to creating memorable experiences through exclusive access to our global network of dining, shopping and entertainment partners.

These benefits and services are delivered through the Customer Service operations around the world as well as a growing suite of digital capabilities. By driving innovation and change, TLS is rapidly transforming its business to meet the ever changing needs of our customers - making membership come to life, every day.

The role of the Director, Platinum and UK Centre of Excellence Servicing leads business strategy and operations for our premium products and will be responsible for the transformation of the TLS servicing model, leveraging global capabilities, assets and partnerships. In addition, he/she will partner with the Card Product teams to achieve their short-term goals as well as the 2019/2020 growth strategy aspirations.

The UK Centre of Excellence includes UK & ICC Platinum products as well as servicing for Netherlands Platinum, Australia & New Zealand and Nordics Out of Hours/Weekend servicing.

The Director will also work closely with the local market stakeholders, colleagues across TLS Globally and external parties to achieve these objectives. This position will be instrumental in assessing new opportunities and providing thought leadership and/or operational management to drive strategic priorities in GBR Hub as well as across Europe for key strategic initiatives.

The Director will serve as part of the TLS Europe Leadership team.

Some of the key focus areas include:
  • Customer Service Centre Management - Travel and Lifestyle servicing, Platinum and Centurion card members, operating 24/7/365 around the world
  • Develop and leading strong change management and transformation initiatives
  • Leading over 200 employees and contracted staff with regional diversity and global experience
  • Driving growth of the Online business, to drive increased customer engagement and channel transformation through cost effective channels
  • End to end P&L Ownership - Managing Travel Revenue and maximizing efficiency of cost base across Travel and Lifestyle servicing
  • Serve as a Premium Travel and Lifestyle expert for the region containing some of the most engaged affluent consumers in the world
  • Leading and driving talent strategy, colleague engagement and a strong focus on developing people, and ability to be an influential change leader for the organization
  • Driving transformation of channels, business efficiencies and growth
  • Building a mid-term and long-term servicing strategy for GBR Platinum Hub including Multi Market servicing for Australia & New Zealand, Netherlands and Nordic Markets.

Key Responsibilities:

  • Ensure the premium product service teams are resourced, trained, supported, equipped and continuously motivated to consistently deliver the highest levels of personal Travel and Lifestyle service, meeting rational and emotional expectations, and creating clear differentiation in the Premium Card market
  • Ensure strong alignment with Global TLS teams to support the globalization of servicing as well as delivery of benefits to premium Amex Card members worldwide
  • Ensure the individual markets can grow at a rapid pace without compromise to premium customer experience
  • Lead the implementation of key strategic priorities for transforming TLS operations. Support the implementation of additional transformation initiatives for TLS Europe
  • Work closely with the global team to continually evaluate and transform the TLS service model in the region as well as help inform and deliver the global transformation of TLS around the world
  • Drive and lead Business process improvement initiatives to drive maximum efficiency

This role may be subject to additional background verification checks.

  • Strong understanding of how to deliver industry leading, highly differentiated, premium customer experience
  • Proven background experience in Leadership positions and with regional/international geographical coverage, including Sales, Marketing and Customer Service operations
  • Proven track record in leading service organization towards digital transformation
  • Inspiring leadership to engage a large and diverse organization
  • Delivery of 'outside in' customer centric operations, with the ability to capture, understand and translate the desired customer experience for all types of customer interactions with TLS. Focused on achieving world class results
  • Proven relationship management and collaboration skills at a senior level in market, as well as outside of the market, to manage critical internal and third-party supplier relationships across ANZ and globally with TLS colleagues
  • Excellent project management, 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 heavily matrixed leadership environment

To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact the Recruitment Team on or 00800 83 000038 (for Russia based candidates 810 800 83 000038).

ReqID: 19014131
Schedule (Full-Time/Part-Time): Full-time

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