Michael Brooks
Director Global US Commercial Credit Operations
- Role
- Director of Global Commercial Credit at American Express
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Michael Brooks
Experienced Service Delivery Lead with a demonstrated history of working in the financial services industry. Skilled in Operations Management, Re-engineering, Contact Centers, Workforce Management, and Management. Strong consulting professional with a Bachelor\'s focused in Business/Managerial Economics from Guilford College.
Experience
Director of Global Commercial Credit
Jul 2011 — Present · Phoenix, AZ, US
CREDIT OPERATIONS DIRECTORStrong leader with 24+ year work history for the American Express Company who is passionate about changing how the world views and uses credit. Dedicated to providing innovative coaching and training to strengthen internal and external relationships. Focused on building exceptional teams that are company centered to provide quality service and products to consumers while increasing business revenue and objectives. Professional skills and abilities include: Strong leadership and analytical skills In-depth knowledge of performance management Strategic planning and project management Results oriented problem solver Development and implementation of business goals Excellent team building and training skills • Proactively manages and strategizes global team of collectors’ daily tasks to ensure compliance of operational requirements.• Leads global team of managers and business analysts to effectively manage regulatory compliance risk for credit card operations, to include the reduction and elimination of disputes. servicing, fulfillment and error resolution.• Manage and direct division of 90 credit specialists responsible for collection, loss forecasting, collection reporting and staffing requirements.• Responsible for personnel actions for staff to include hiring, coaching, employee development, performance management, recognition, promotions, dismissals and disciplinary actions of Customer Care Professionals, Team Leaders and Service Delivery Managers.• Directs, establishes and manages reporting of key data statistics to measure all aspects of Global Credit Performance.• Develops, monitors and analyzes budgetary a
Education
Guilford College
Bachelor's degree, Business Administration, Management and Operations
North Carolina State University
Bachelor's, Business/Managerial Economics
1985 — 1990
Skills
- Cross-Functional Team Leadership
- Sdlc
- Business Process Improvement
- Financial Analysis
- Strategic Partnerships
- Analytics
- Process Improvement
- Vendor Management
- Business Analysis
- Credit
- Performance Management
- Financial Services
- Portfolio Management
- Customer Experience
- Six Sigma
- Team Leadership
- Change Management
- Strategic Planning
- Leadership
- Call Center
- Credit Cards
- Financial Risk
- Relationship Management
- Outsourcing
- Management
- Workforce Management
- Banking
- Risk Management
- Customer Service
- Project Management
- Re-Engineering
- Forecasting
- Operations Management
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