American Express Careers

Team Ldr-Operations

Gurgaon, India
Customer Care Operations

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Job Description

The person would be responsible in leading a diverse & talented team of Customer Service Professionals & tasked with the following responsibilities:


• Lead a Team of 12-15 Team Members supporting the Card Member Maintenance/ Recon/Credit Balance Refund/Membership Rewards process for US / International markets.
• Coach team members to provide customer service to our customers as well as meeting shareholder and business expectations in operational performance and efficiency.
• Responsible for delivery of all colleague, customer and shareholder metrics
• Responsible for performance management for all direct reports including goal setting, development planning and performance reviews
• Monitor New Hire performance through toll gate reviews.
• Lead and maintain colleague satisfaction and morale by using reward/recognition tools available.
• Decision making ability in critical day to day functioning of processes.
• Demonstrate superior global thinking and strong process/quality improvement mindset.
• Management of staffing and resourcing requirements to ensure all service level timeframes and objectives are met and the customer experience not impacted.
• Manage attrition for the team as well as new hires.
• Decision making ability in critical day to day functioning of processes.
• Demonstrate superior global thinking and strong process/quality improvement mindset.
• Collaborate with WFM in Forecasting, scheduling and leave planning.
• Partner with stakeholders to improve Customer experience.

Qualifications

Graduate with minimum 6 years of relevant experience preferably in financial service industry.
• Proven leadership skills including the ability to inspire, coach, develop and motivate team members through formal performance management and informal coaching methods.
• Should have handled a team of 12-15 people.
• Strong Data analytics and PowerPoint skills.
• Strong negotiation, influencing, communication and relationship skills at all levels.
• Should have worked on projects improving Customer experience.

ReqID: 19002833
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 13, 2019, 4:47:53 AM
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