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AMERICAN EXPRESS
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Team Leader - Operations

Team Leader - Operations

AMERICAN EXPRESS

5 - 10 years

7 - 12 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Training Career development Basic model validation MIS Finance Wellness Team Leader Operations Analytics Counselling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The Model Validation Testing Team Leader, within MIS and Analytics team, will be responsible for leading teams that review customer interactions to identify specific business requirements, to appropriately categorize and document interactions, and to provide insights to evolve and enhance automated solutions across GS. This is a people leader role where the leader will be responsible for team coaching and feedback, managing deadlines for the team members, and optimizing their work inventory for effective and accurate outcomes. The work is critical in ensuring the robustness, soundness and fairness of automated solutions across GS, and is also a regulatory requirement to put such solutions into production. Some of the key responsibilities are as follows:

Validate the work of the team-members to ensure quality and volume expectations are met.
Validate context and reasoning for evaluation decision.
Calibrate as a team to ensure alignment.
Coaching and feedback of team members for continued development.
Ensuring work volume is distributed equitably and optimally for maximum effectiveness.

Minimum Qualifications

Strong familiarity with navigating call recording systems (NICE, Nexidia, Speech Miner, etc.) and customer systems of record (GSP, CSP, Globe star, etc.)
Familiar with basic excel and presentation making
Effective communication and excellent writing skills
Naturally curious, a quick learner, and adept at drawing conclusions
High level of professionalism, sense of urgency, knows when to escalate, and track record of doing things the right way.
Demonstrated ability to influence without authority.
Team player who is open to feedback and other s thought process
Ability to coach and give feedback and handle difficult communications if required
Ability to lead large teams.

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:

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AMERICAN EXPRESS

Financial Services

New York NY

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Team Leader - Operations