Team Leader-Operations

About Global New Accounts (GNA)

The Global New Accounts (GNA) team reviews and approves new and existing customer applications, delivering a one-touch service experience to U.S. customers. As the first face of American Express, the team plays a critical role in driving extraordinary customer satisfaction. GNA operations include both inbound and outbound servicing, covering multiple functions such as Flex, ERT, Fraud, and 900 Card Replacement. The team consists of 15+ Customer Care Professionals (CCPs) committed to delivering service excellence and supporting business growth.

Purpose of the Role

The Team Leader - GNA is responsible for leading a high-performing team of CCPs to deliver exceptional customer experiences, operational excellence, and compliance. The role involves coaching, motivating, and developing team members to achieve performance goals while fostering an inclusive, engaging, and empowered work culture. The incumbent will oversee day-to-day operations, analyze performance metrics, drive continuous improvement, and ensure flawless execution of the 900 Card Replacement and other GNA servicing processes.

Key Responsibilities

Lead, Coach, and Inspire

• Deliver tailored, inspirational, and effective coaching to CCPs through regular one-on-one sessions and performance discussions.
• Motivate, collaborate, and inspire team members to deliver extraordinary customer service with passion and accountability.
• Create a culture where every team member feels valued and empowered to make a difference.
• Implement the Performance Management Process effectively to maximize individual and team performance.
• Lead by example, modeling Blue Box values and maintaining a positive, high-energy environment.
• Manage staffing levels to maintain optimal service levels and team morale.
• Recruit, train, and develop high-performing, customer-focused CCPs in partnership with HR and Training teams.
• Recognize and reward achievements using available recognition tools to sustain engagement.
• Identify and coach high-potential talent for succession planning and leadership development.
• Promote accountability, risk awareness, and empowerment within defined operational guidelines.

Analyze, Communicate, and Innovate

• Monitor and analyze team performance metrics (Service Levels, CSAT, AHT, Schedule Adherence, etc.) to identify trends and improvement opportunities.
• Use data-driven insights to enhance service delivery and drive continuous improvement initiatives.
• Conduct regular call monitoring and feedback sessions to ensure flawless servicing and compliance.
• Collaborate with cross-functional teams (CFR, Quality, and Process Excellence) to address performance gaps and strengthen operational controls.
• Lead the 900 Card Replacement servicing process, ensuring timely resolution, high accuracy, and compliance with AMEX procedures.
• Initiate process improvement ideas to enhance efficiency, customer satisfaction, and overall servicing quality.
• Conduct daily huddles and regular team meetings to share business updates, celebrate success, and discuss challenges.
• Foster open, transparent communication ensuring all team members understand business priorities and their role in achieving them.

Qualifications Experience

• Proven track record as a motivational coach and people leader with strong team engagement and performance results.
• Minimum 2-4 years of experience in Customer Service or Operations, preferably within Global New Accounts (GNA) or similar financial services functions.
• Prior exposure to Flex, ERT, Fraud, or 900 Card Replacement processes is highly preferred.
• Passion for delivering premium customer service and improving customer experience.
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent communication, interpersonal, and conflict resolution skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Proficiency in Microsoft Word, Excel, and other reporting tools.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: