American Express Careers

RM Team Manager

Shanghai, China
Client Management & Sales

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.


Job Description


Imagine a more meaningful career in the premium travel and lifestyle sector with a leading brand. At American Express, we pride ourselves on delivering a flawless service, as well as providing a unique and exclusive experience for our Platinum and Centurion cardholders. We believe a career should be the pursuit of what you love, a way of making things better in the world around you and the foundation for a successful future. We are currently seeking a Centurion Team Leader to join our expanding China Travel and Lifestyle Services team in an exciting and driven work environment. If you have exceptional customer service skills, take great pride in your work and enjoy going above and beyond to surpass expectations, then this role could be for you. You take the burden out of our card members lives by planning and scheduling trips that weren’t thought possible. You craft extraordinary experiences and ensure clients reach special events while time is running out. You possess a wealth of knowledge that’s full of choices, options and plans. No matter what you do, you ensure our customers receive VIP treatment throughout their journey. As an American Express Centurion Team Leader, you never know what your day is going to entail and what miracles you may have to conjure up. If you have the passion to make things happen—you are exactly who we are looking for. Go confidently in the direction of your dreams. Begin a meaningful career at American Express. Role Description As a Centurion Team Leader for the Travel and Lifestyle Services division within American Express, you will manage a team of phone Centurion Ambassador, managing production, taking escalation calls from Card Members, providing knowledgeable and consultative coaching and mentoring that is based on your own experiences and expert knowledge of the travel and lifestyle services industries. Using effective situational leadership and team building methods, you will be able to transform your team’s performance, drive revenue and increase engagement. American Express fosters a goal-oriented environment, where you will be frequently coached as our commitment to help you develop world-class management and leadership skills. We want extraordinary Centurion Ambassador who can surpass our Centurion Card Members’ expectations by creating travel and lifestyle experiences of a lifetime.

As a Team Leader, you will be responsible for:

• Managing, coaching and leading a team of Centurion Ambassador

• Drive individual and team performance through monitoring and coaching on customer delivery

• Develop and nurture team development to increase engagement and skill development

• Monitor, report and deliver key performance metrics to senior management

• Identify, propose and execute performance improvement initiatives Candidates must be available to work independently with mutli-task skills, feel comfortable to deal with pressure. Hours of operation may change due to business needs. If you know what it takes to provide a true ‘luxury’ experience, this may be the role for you.

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



• Prefer Bachelor Degree
• >12 months previous role as a people leader or related work experience Travel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience
• Strong appreciation for travel, tourism and luxury products and
• Previous travel industry experience is desired but not necessary or
• A minimum of 1 year recent experience in a customer facing premium or luxury service industry Customer Service and Communication Skills
• Previous team leadership or management is required (call center or sales is preferred).
• The ability to communicate and connect with a team to drive performance.
• Previous call center experience is preferred and experience in handling customer escalations is preferred.
• Expert local native language ability (written and spoken) is required (Chinese and English are mandatory). GDS and Computer Skills
• GDS or computer reservations experience is preferred.
• You must be IT literate as you will need to be able to understand and use Internet search sites and e-mail, in addition to the GDS and other in-house systems. There is a great deal of multi-tasking involved in these roles and your ability to quickly and confidently navigate a number of systems at once will be vital. Leadership and Management Skills
• Ability to identify skills gaps and provide relevant coaching and leadership is required to increase individual and team performance.
• Experience in process improvement, analytics and gap analysis would be helpful in targeting performance improvement. Other Skills
• Presentation skills with the ability to professionally prepare and report out team results, areas for improvement and action plans to senior management.
• Time management skills are vital and a thorough understanding of an operations environment and culture would be beneficial
• The ability to adapt to an ever changing environment, being resilient and flexible.
Must have a ‘can-do attitude’, curiosity and a healthy competitiveness.
• Ability to work flexible shifts including nights and weekends is essential.

ReqID: 19011956
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 23, 2019, 8:26:00 PM