Team Leader - Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

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:

• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.