American Express Careers

Team Leader – Credit Services Singapore

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

The primary responsibility of this position is to Lead, coach and develop a team of experienced Credit Specialist to effectively negotiate payments using our call model and balancing with an unparalleled customer experience
This role requires a strong and experienced leader who builds lasting relationships with team members and colleagues, implements strategies to ensure employees are engaged and motivated, and is a role model for our American Express Leadership Competencies, Behaviours and Values.

Key responsibilities include:
  • Managing and leading a team of Credit specialist to perform their day to day role of effective negotiation using our call model and balancing it with superior customer experience
  • Ensuring all the Key KPI’s are met
  • Firm believer in coaching philosophy and ensure regular one on one coaching and feedback sessions are conducted with all the team members 
  • Build and maintain open channels of communication with team members, colleagues and Manager
  • Focus and action on driving results
  • Recognize and reward achievements to encourage team members to promote a positive and effective work environment
  • Open and well versed with change management
  • Effectively plan, organise monthly campaigns and employee engagement activities to motivate employees and drive the sense of team spirit
  • Build and maintain relationships with key internal stakeholders
  • Monitor, coach, develop and ensure performance management process is adhered to build an effective team
Successful Team Leaders focus on the leadership skills required to achieve their service goals, such as planning, performance management and staff development. They analyse performance by Skill VS Will and come up with an action plan to address it and develop a winning team.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)

Join us and you’ll soon see why.

Qualifications

  • Demonstrated and proven leadership experience IN SME or TL roles
  • Excellent leadership skills with proven experience in coaching and feedback
  • Proven track record of Driving results and Key Kpi’s
  • Experience in a financial services organisation
  • Experience in Performance management Process 
  • Experience in developing and delivering business updates to management teams
  • Detailed knowledge of unsecured Risk management products and processes
  • Strong focus on Compliance
  • Experience in successfully executing change management
  • Knowledge and Skills
  • Strong relationship management and interpersonal skills, ability to drive performance,
  • Ability to work independently
  • Ability to be decisive
  • Ability to motivate
  • Advocate for change management and process improvement
  • Ability to maintain composure under pressure in a demanding environment
  • Excellent written and verbal communication skills
  • Impartial and concise decision making skills

ReqID: 19000009
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 4, 2019, 3:04:11 AM