American Express Careers

Team Leader - Operations

Gurgaon, India
Customer Care Operations

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Job Description

American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests. 
American Express for 11th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”. 
At American Express, we serve customers, not transactions. 
Come join us and realize your potential.
 
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 and Credit Balance Refund 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.    
 

Qualifications

Qualification:
  • 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 (preferable).
  • Strong Data analytics and PowerPoint skills.
  • Strong negotiation, influencing, communication and relationship skills at all levels.
  • Previous experience of leading and coaching teams in a dynamic and constantly changing environment is a distinct advantage.     

 

 

ReqID: 19004711
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 13, 2019, 4:36:19 AM
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