Team Leader-Operations

Description

Seeking an experienced and dynamic Team Leader to lead a team in TLS Backoffice. The successful candidate will be responsible for managing Compliance, Documentation, BCP, Audit, daily operations, ensuring efficiency and accuracy in all back office functions, and leading a team to achieve performance targets and maintain high standards of service delivery.

Roles and Responsibilities:

·       This leader is accountable for effectively driving the following:

o    Key departmental metrics as defined by leader

o    Team Performance

o    Stakeholder Management

o    Quality and Compliance

o    Colleague engagement and Motivation

·       The successful candidate should be able to inspire a team of specialists to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments.

Governance & Policy Compliance

Business Unit Policy Adherence:

Monitor and Validate Compliance:

Monthly Complaint Oversight:

Documentation and Governance Record Management:

Continuous Improvement:

Data Analysis & Reporting

o    Collect, organize, and analyze data using Microsoft Excel and related tools to support decision-making and drive process visibility.

o    Create and maintain pivot tables, charts, and dashboards to summarize and visualize large datasets for leadership review.

o    Support periodic reporting requirements, highlighting trends, risks, and improvement opportunities.

Insights & Process Improvement

o    Partner with stakeholders to ensure accurate root cause analysis, follow-up action tracking, and resolution quality validation.

o    Maintain data integrity and ensure accuracy in all outputs.

·       Categorize controls and map against risks and processes (e.g., cross-BU process-control mapping)

·       Support BU with identification of risks and spotting areas where product changes or improved controls may be required

·       Translate enterprise-level requirements into actionable procedures, ensuring effective implementation and documentation across Backoffice

·       Support risk management practices within the business

·       Maintain risk dashboards and key risk indicators (KRIs) for ongoing monitoring

·       Lead and motivate the team, fostering a positive work environment and promoting teamwork. Provide coaching, mentoring, and professional development opportunities to team members

·       Oversee daily operations of the back office, ensuring tasks are completed efficiently and accurately. Monitor workflows, identify bottlenecks, and implement process improvements

·       Set clear performance goals and expectations for team members. Conduct regular performance reviews, provide constructive feedback, and address any performance issues promptly.

·       Ensure all back office activities adhere to company policies, procedures, and regulatory requirements. Implement quality control measures to maintain high standards of accuracy and compliance.

·       Address and resolve any escalated servicing issues promptly and professionally. Ensure the team provides excellent support to internal and external customers

·       Lead and participate in back office projects, ensuring timely and successful completion. Coordinate with other departments to align project goals and deliverable

·       Prepare regular reports on team performance, operational metrics, and project progress. Analyze data to identify trends and make informed decisions.

·       Accountable for preparation, production, delivery of presentations to leadership and stakeholders globally

·       Demonstrate business and operations knowledge to attract potential opportunities

·       Drive and support TLS business initiatives

Qualifications:

·       The incumbent should be graduate or equivalent with 6 years of post-qualification experience

·       Support facilitation to BUs in their risk assessments performance in addition to further assessments and testing / QA programs to ensure regulatory and internal standards are met

·       Strong understanding of AEMP policies, BCP, RCSA, PRSA, RDT, PRA etc.

·       Should not be on any form of counseling or action plan

·       Good Knowledge of American Express and Travel & Lifestyle Service processes and systems is desirable

·       Strong interpersonal skills and the ability to influence at all levels

·       Excellent communication skills

·       Sound planning and organizing skills

·       Must possess problem solving and planning skills to facilitate and focus on continuous improvement

·       Self-starter with ability to execute with minimal direction and strong attention to detail

·       Ability to work in a team environment fostering teamwork and driving collective performance

·       Colleagues with relevant experience or currently at people leader profile can also apply

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities