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.

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.

Global New Accounts is a diverse, multicultural and dynamic department servicing multiple European markets. With a prime focus on delivering extraordinary customer service in all that we do, we are tasked with ensuring that the first experience customers have with American Express is one that demonstrates the principles of Relationship Care, whilst instilling trust, loyalty and most importantly security

This position is primarily responsible for day-to-day management of a group of about 10 to 15 Analysts servicing the Netherlands market.

*Must motivate the employees servicing American Express new customers to drive engagement and deepen loyalty.

How will you make an impact in this role?

Driving business metrics (i.e. Business KPI such as NCR and Average approval cycle time and Employee KPI such as UPH, Quality, average handling time, schedule adherence, etc.) Monitoring customer servicing calls and/or cases to ensure flawless servicing execution/treatment, implementing call center management/floor management administration Ensuring adequate staffing levels to maintain service levels and employee satisfaction; and recruiting, training and development of staff Providing daily coaching to calling executives Manage churn/attrition of team members. Support customer satisfaction initiatives in enhancing/meeting CSAT metrics Lead and maintain employee satisfaction and morale by using reward/recognition tools available Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services Provide leadership insight in Process improvement/Customer first initiatives Responsible for compliance for all processes and policies and developing quality and productivity evaluations The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction Decision making in critical and day to day situations

Minimum Qualifications

Fluent in Dutch and English in order to support the team in the language of their choice – Mandatory. Profiles without this qualification will not be evaluated. At least 2 years of work experience Existing Team leader/Direct people leading experience in an operation environment is required preferably in an acquisition environment Proven people leader, demonstrating resilience, engagement and commitment as well as high level of autonomy Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly while demonstrating flexibility/adaptability/personal accountability Able to work with a remote leader Proven team building and networking skills Builds diverse talent Drives results Creative and dynamic thinker. Proven history of implementing development and action plans to aid in growing team member skills to drive results Builds and leverages relationships Drives Improvements & Solutions Successful in previous job (high performers) The successful candidate will be responsible for advancing their team's focus on building relationships with customers and creating value and loyalty through their phone calls. Demonstrated follow-up, coaching and conflict resolution skills required. Soft skills & Technical skills Leverage data insights through VOCM feedback and production metrics to drive team’s performance Demonstrated superior communication/interpersonal skills Passion for customer service Focuses on Customer/Relationship Care Previous exposure to drive Voice of the Customer metrics Must be proficient in Microsoft applications such as MS Excel and MS PowerPoint

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.