American Expressキャリア

Team Leader (Osaka, International or Domestic team)

Fu, Japan
カスタマーサービス オペレーション 運営


仕事内容

This position is responsible for delivering superior Travel & Lifestyle services to our premium customers by managing individual & team performance. In addition, this position is expected to lead change management in accordance with business strategies.  
 
This team is located in Travel & Lifestyle Servicing (TLS) Japan and reports into Operation Manager, TLS Japan.
 
Develop People (25%)
  • Setting goals & development plans in accordance with Performance Management Process.
  • Develop individual performance with constructive coaching plan based on identified strengths & opportunities.
  • Develop multi-skilled people for purpose of individual development & department efficiency.
  • Develop team performance with appropriate resource allocation.
  • Develop newly hired people with a middle & long term plan to accelerate learning curve.
 
Talent Management (25%)
  • Manage attrition appropriately
  • Involve in recruiting process to hire adequate people.
  • Identify and develop successor.
  • Access people to retain high performers.
 
Change Management (20%)
  • Clearly understand business strategies and take the initiative in cascading to the team.
  • Inspire people by managing human elements under changeable situation.
  • Make a commitment to lead changes based on business decisions & strategies
 
 
Customer (15%)
  • Improve VOCM key drivers such as FCR, GWIW & Buyer by analyzing customer data.
  • Raise ideas on Travel & Lifestyle benefits based on customers voice.
  • Identify difficult customer to be handled appropriately based on a rule agreed with Prop CS.
 
 
Marginal Contribution (15%)
  • Solicitation of profit by increase sales, decrease loss and maximize the operation efficiency.
  • Cooperating with internal (TLS other team, TBM) & external partner.
  • Support ad-hoc projects, initiatives in T&LS Japan .
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. 

追加情報

 
  • Compliance with the Blue Box Values, Compliance, Money Laundering and Security and Awareness Guidelines
  • Active thinking along with process analysis to increase the overall productivity
  • Economic thinking to increase the profit maximization (eg hotel commissions, service charges, etc.)
  • Good work planning, priority setting, accurate work
  • Promote open communication and good cooperation between coworkers as well as internal and external departments.

ReqID: 18011103
Schedule (Full-Time/Part-Time): フルタイム