Team Leader-Operations

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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.

Banking Operations Monetary Team Leader –

This position is part of the Financial Adjustment Specialty – Teams and is responsible for leading a team that delivers a world-class customer experience on behalf of American Express National Bank within our Banking Servicing Network supporting Operations. The role supports consumer and commercial banking customers by ensuring accurate, timely, and personalized service is delivered in alignment with service level agreements and regulatory requirements.

The Team Leader plays a critical role in Operations by leading, coaching, and developing Customer Care Professionals, fostering a high-performance and customer-centric culture, and driving accountability to ensure the delivery of the world’s best customer experience every day, ensuring regulatory and compliance adherence is a must. Leaders must demonstrate flexibility, resilience, and a strong eagerness to learn while effectively managing and prioritizing multiple responsibilities.

How will you make an impact in this role?

• Effectively lead a team of Customer Care Professionals in a fast-paced, structured customer care environment, ensuring consistent delivery of high-quality service across banking operations.

• Oversee daily monetary transactions and investigations including but not limited to wire transfers, ACH activity, Reg E disputes, non-fraud investigations, and in office mail and check processing-ensuring strict adherence to established procedures, service level agreements, and regulatory requirements.

• Monitor, analyze, and evaluate team performance, customer interactions, and transaction data to drive accurate servicing, effective decision-making, and proper documentation within required systems.

• Ensure appropriate due diligence, validation, and risk assessments are performed prior to monetary movement to mitigate risk and maintain compliance in a highly regulated environment.

• Provide guidance and real-time support for escalations, complex customer scenarios, and operational issues while balancing customer experience, regulatory requirements, and business risk.

• Build and maintain strong working relationships with internal partners, leadership, and external financial institutions to support seamless operations and customer outcomes.

• Drive a high-performance culture through clear expectations, consistent coaching, and accountability to performance metrics including customer satisfaction, quality, productivity, schedule adherence, and compliance.

• Conduct regular one-on-one meetings, performance discussions, and development planning to support colleague engagement, growth, and career progression.

• Identify and implement opportunities for process improvement, innovation, and operational efficiency while ensuring alignment with controls, audit expectations, and regulatory standards.

• Represent Monetary Operations in audits, exams, issue management, and leadership discussions, ensuring readiness and accurate reporting of team performance, operational metrics including KRI’s.

• Supporting technology partners and new projects with knowledge and expertise for testing ensuring successful launches

Minimum Qualifications: 

• Strong leadership skills with demonstrated ability to coach, develop, and manage performance in a customer-centric environment

• Excellent communicator with the ability to deliver clear, actionable feedback and adapt communication style to various audiences and situations.

• Technologically proficient, with the ability to navigate multiple systems and analyze data with speed and accuracy.

• Strong analytical and critical thinking skills, with the ability to assess risk, interpret complex banking processes, and make sound decisions.

• Detail-oriented, with the ability to analyze and understand complex financial, operational, and servicing processes from multiple sources.

• Resilient and capable of managing multiple priorities while leading a team in a fast-paced, evolving environment.

• Demonstrates a strong learning mindset, openness to feedback, and the ability to lead through change.

• Ability to influence, collaborate, and build relationships across all levels of the organization.

• Upholds the highest standards of integrity when handling customer and financial information, ensuring adherence to all quality, regulatory, and compliance requirements.

Preferred Qualifications:

• 3+ years’ experience leading teams in Operations, Banking, or Financial Services preferred. 

• Strong understanding of banking operations, monetary transactions, and associated risks preferred.

Additional Requirements:

• This role is hybrid role. Candidates must work in the office a minimum of 3 days a week based on predetermined scheduling and flexibility.

• Candidates must have complete flexibility to work a shift scheduled anytime between the hours of 6:00am-9:00pm MST

   

Salary Range: $65,500.00 to $102,500.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.