Team Leader - Operations

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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. Come join us and realize your potential.

Function Description
We are looking for an individual with leadership expertise to provide excellent customer service and manage the Membership Rewards Back-office team. This Will include Membership Rewards Enrollment, Redemption, and reconciliation request. The goal is to keep the department running in an efficient and complaint manner, to increase customer satisfaction, loyalty and retention and to meet their expectations/Targets.

Purpose of the role:
•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.
• 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.     

Responsibilities:
•Foster An Environment Of Engaged Employees Who Are Consistently Motivated To Go Above And Beyond Expectations And Who Are Committed To Our Customers And Our Brand
•Develop A Talent Plan Within The Organization That Focuses On Development And Retention
•Manage inventory flow of day-to-day operations to meet all the scorecard metrics
•Continually Focus On A Balance Between Customer Experience & Operational Efficiencies, Whilst Creating A Positive Work Environment
•Ongoing Coaching And Direction Setting For All Team Members
•Partner With Quality And Training Teams To Optimize Effectiveness Of The Team In Delivering On Customer Experience And Best-In-Class Economics
•Maintain an orderly workflow according to priorities
•Control resources and utilize assets to achieve qualitative and quantitative targets
This role may be subject to additional background verification checks. 


Minimum Qualifications

Past Experience:
•With 4+ Years Of Work Experience.
•Very strong people leadership skills to manage a diverse team

Academic Background:
Graduate / Post-Graduate

Functional Skills/ Capabilities:
•Proven working experience as a leader is preferred.
•Ability to think strategically and to lead
•Strong Interpersonal Skills, With Ability to Work Within a Complex Matrix Environment
•Ability to Identify and Drive Process Efficiencies in Team.
•Results Driven and Focused.
•Strategic Thinking with The Ability to Execute And Implement.
•Strong Communication Skills – Varying Audiences.
•Experience in Leading Large Servicing Teams

Shift Window : 7am - 1am


Behavioral Skills/Capabilities:
Enterprise Leadership Behaviors
•Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
•Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
•Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage     












ReqID: 20000775
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 23, 2020, 5:43:35 PM