Italy GNA Consumer Team Leader

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Job Description

You’ll do more than the expected. You’ll do the unexpected.


Global New Accounts is a diverse, multicultural and dynamic department servicing 9 European markets in Brighton JS.


In addition to the core functions the successful candidate will be responsible for delivering on the Colleague Value Proposition and against the following American Express Leadership Behaviors

  

Set the agenda:

  • Define what winning looks like – communicate a compelling vision and strategy to the team to meet key operational, customer and productivity metrics.

  • Put enterprise thinking First - ensure the team incorporates external thinking into our work to ensure day to day production effectiveness and efficient workforce planning

Bring others with you:

  • Seek and Provide Coaching and Feedback - establishing clear performance goals and expectations, whilst also creating meaningful development plans to address gaps and opportunities 

  • Make collaboration essential - inspiring a diverse team to perform at their full potential and encouraging a ‘we can’ attitude to problem solving by working proactively together

  • Building the best team – creating a robust talent pipeline through colleague engagement and development 

Do it the Right way

  • Communicate Frequently, Candidly and Clearly - deliver on coaching excellence initiatives, communicate and instil a Customer First mind set across the team to address customer pain points.   

  • Make decisions quickly and effectively – empower the team to make timely decisions and giving them the tools to plan, decide and execute to achieve our goals

With a prime focus on delivering extraordinary customer service in all that we do, we are tasked with ensuring that the first experience customers have with American Express is one that demonstrates the principles of Relationship Care, whilst instilling trust, loyalty and most importantly security.

 

This position is primarily responsible for day-to-day management of a group of about 16 multilingual Analysts servicing multiple markets.


We are specifically hiring someone to lead the New Accounts team servicing the Italian Market. As GFNA are on an integration journey, the successful candidate may be required to lead other fraud and/or New Accounts teams in due course.

 

Responsibilities include:

  • Driving business metrics (e.g., customer satisfaction, service levels, average handling time, schedule adherence, etc.)

  • Monitoring customer servicing calls to ensure flawless servicing execution / treatment, implementing call center management / floor management administration

  • Ensuring adequate staffing levels to maintain service levels and employee satisfaction; and recruiting, training and development of staff

  • Providing daily coaching to calling executives

  • Manage churn / attrition of team members. Support customer satisfaction initiatives in enhancing / meeting CSAT metrics

  • Lead and maintain employee satisfaction and morale by using reward / recognition tools available

  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance

  • Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services

  • Provide leadership insight in Process improvement initiatives

  • Responsible for compliance for all processes and policies and developing quality and productivity evaluations

  • The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction

  • Decision making in critical and day to day situations

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


American Express are pleased to offer a competitive international relocation package for the right candidate that possess the correct right to work in the UK. Further details and conditions will be shared on application.

Qualifications

  • Fluent in Italian

  • A true people leader with a demonstrated ability of developing premium talent and driving excellent team spirit and colleague engagement to win as one team.

  • Experience in an operational Team Leader role 

  • Experience of providing effective leadership, coaching and management to a diverse operational team

  • Able to articulate broad business objectives to different stakeholders across all levels of management  

  • A strong growth mind-set to manage constant change, and resilience to overcome obstacles in an ever-changing environment 

  • Excellent time management and organisational skills are essential

  • Must have a ‘can-do attitude’, curiosity and a healthy competitiveness

  • Experience of leading multiple markets, work streams and stakeholders would be a distinct advantage

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.


Why American Express?


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

 

Amex have 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.

 

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.


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ReqID: 19018981
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 7, 2019, 11:16:30 AM