Team Leader Operations

Job Description: As the Manager of CMMI/CBR Operations at American Express, you will be responsible for effectively managing key production and servicing indicators of Core Operations. You will lead a team of Customer Care Professionals and collaborate with various business units to enhance the overall Customer Experience through data analytics, insights, and Digital Transformation. Your role will also involve ensuring operational controls are in place, maintaining strong relationships with business partners, and maximizing colleague engagement. Key Responsibilities: - Lead a team of 10-15 Customer Care Professionals managing CMMI/CBR - Ensure delivery of all Colleague, Customer, and Shareholder metrics - Coach and develop Team Members to drive performance - Collaborate with Business units to develop and execute action plans for improving Customer Experience - Utilize data analytics and Digital Transformation to enhance End to End Customer Experience and Operational metrics - Develop strong relationships with business partners and ensure operational controls are maintained - Manage inventory in adherence with local market regulations and financial policies - Maximize Colleague Engagement through effective communication and leadership development programs Qualification Required: - Experience in leading high performing teams in customer-servicing operations - Familiarity with Migrations, Digital Transformation, and tools like Blue-prism Automation - People leading experience preferred - Excellent communication, facilitation, and presentation skills - Ability to make complex decisions in ambiguous and time-pressured situations - Comfortable working 24/7 Job Description: As the Manager of CMMI/CBR Operations at American Express, you will be responsible for effectively managing key production and servicing indicators of Core Operations. You will lead a team of Customer Care Professionals and collaborate with various business units to enhance the overall Customer Experience through data analytics, insights, and Digital Transformation. Your role will also involve ensuring operational controls are in place, maintaining strong relationships with business partners, and maximizing colleague engagement. Key Responsibilities: - Lead a team of 10-15 Customer Care Professionals managing CMMI/CBR - Ensure delivery of all Colleague, Customer, and Shareholder metrics - Coach and develop Team Members to drive performance - Collaborate with Business units to develop and execute action plans for improving Customer Experience - Utilize data analytics and Digital Transformation to enhance End to End Customer Experience and Operational metrics - Develop strong relationships with business partners and ensure operational controls are maintained - Manage inventory in adherence with local market regulations and financial policies - Maximize Colleague Engagement through effective communication and leadership development programs Qualification Required: - Experience in leading high performing teams in customer-servicing operations - Familiarity with Migrations, Digital Transformation, and tools like Blue-prism Automation - People leading experience preferred - Excellent communication, facilitation, and presentation skills - Ability to make complex decisions in ambiguous and time-pressured situations - Comfortable working 24/7