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Team Leader-Operations

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American Express

Oct 10, 2024

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration

Requirements

  • Graduate with minimum 4 years’ experience in Customer Service Industry.
  • Proven ability in people handling/management, ability to motivate a team, assess readiness levels and the ability to apply appropriate coaching to improve the performance of the team.
  • Proven ability to provide specific behavioral and performance feedback.
  • Proven ability in working in data/ voice environment.
  • Experience in Commercial Servicing - desirable.
  • Minimum 1 year of People Leadership experience - desirable.

Responsibilities

  • Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.
  • Lead a team of 15 – 20 Customer Care Professionals.
  • Responsible for delivery of all customer, shareholder and employee dashboards as per goals.
  • Support Customer Satisfaction initiatives in enhancing / meeting external metrics.
  • Optimize staffing to ensure maximum productivity.
  • Responsible for day to day functioning / administrative work/reporting and MIS.
  • Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services.
  • Responsible for Compliance of all Processes & Policies.
  • Strengthen the Team by providing effective Leadership, Performance Management and timely Coaching & Feedback.
  • Conduct the PMP process effectively & in a timely manner.
  • Maintain good working relationships with counterparts / stakeholders in different regions.
  • Collaborate with Workflow management team in forecasting, scheduling and leave planning.
  • Decision making in critical day to day situations.
  • Support the hiring strategy of Customer Care Professional for the process whenever required.
  • Support the training team during the transition/OJT period as a subject matter expert.

FAQs

What is the primary responsibility of the Team Leader-Operations?

The primary responsibility of the Team Leader-Operations is to lead a team of Customer Care Professionals, manage overdue client accounts, enhance customer satisfaction, and ensure compliance with company processes and policies.

How many team members will the Team Leader be supervising?

The Team Leader will supervise a team of 15 to 20 Customer Care Professionals.

What qualifications are required for this position?

A graduate degree with a minimum of 4 years’ experience in the Customer Service Industry, along with at least 1 year of people leadership experience, is required. Proven abilities in team management and performance feedback are also essential.

What types of benefits are offered to employees?

Employees receive competitive base salaries, bonus incentives, comprehensive medical, dental, and vision insurance, flexible working models, generous paid parental leave, and career development opportunities.

Is experience in Commercial Servicing necessary for this role?

While not mandatory, experience in Commercial Servicing is desirable for this role.

How does the Team Leader support team performance?

The Team Leader supports team performance through effective leadership, performance management, coaching, and providing specific behavioral and performance feedback.

What role does the Team Leader play in hiring for the department?

The Team Leader supports the hiring strategy for Customer Care Professionals as needed.

Will the Team Leader be involved in process improvements?

Yes, the Team Leader is responsible for identifying service delivery gaps, offering solutions, and implementing ideas to enhance American Express products and services.

Are there opportunities for career development in this position?

Yes, the position offers career development and training opportunities to help employees grow in their careers.

Is American Express an equal opportunity employer?

Yes, American Express is an equal opportunity employer and makes employment decisions without regard to protected statuses as per applicable laws.

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American Express

Finance
Industry
10,001+
Employees
1850
Founded Year

Mission & Purpose

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.

Culture & Values

  • We Back Our Customers

    Relationships are at the heart of our business. We strive to be essential to our customers by delivering exceptional products, services and experiences every day – and promise to have their backs in everything we do.

  • We Make It Great

    We deliver an unparalleled standard of excellence in everything we do, staying focused on the biggest opportunities to be meaningful to our customers. From our innovative products to our world-class customer service, our customers expect the best—and our teams are proud to deliver it.

  • We Do What’s Right

    Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

  • We Respect People

    We trust and respect one another for who we are and what we contribute. We are accountable to one another and empower every voice through open, courageous dialogue so others feel heard.

  • We Embrace Diversity

    We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best.

  • We Stand for Inclusion

    We all have biases. However, we do not tolerate bias that excludes or minimizes anyone – all people belong. We’re committed to ensuring that we have a welcoming and inclusive culture where everyone’s voice matters and where people of all races, ethnicities, genders, gender identities, sexual orientations, ages, religions, disabilities and viewpoints can thrive.

  • We Win As a Team

    We view each other as colleagues—part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.

  • We Support Our Communities

    We respect our communities and are committed to working together so they can thrive and make a meaningful difference in the world.