Team Leader - Operations

You Lead the Way. We ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you ll learn and grow as we help you create a career journey that s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

How will you make an impact in this role?

Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

Lead a team of 15 20 Customer Care Professionals.

Responsible for delivery of all customer, shareholder and employee dashboards as per goals.

Support Customer Satisfaction initiatives in enhancing / meeting external metrics.

Optimize staffing to ensure maximum productivity.

Responsible for day to day functioning / administrative work/reporting and MIS.

Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services.

Responsible for Compliance of all Processes & Policies.

Strengthen the Team by providing effective Leadership, Performance Management and timely Coaching & Feedback.

Conduct the PMP process effectively & in a timely manner.

Maintain good working relationships with counterparts / stakeholders in different regions.

Collaborate with Workflow management team in forecasting, scheduling and leave planning.

Decision making in critical day to day situations.

Support the hiring strategy of Customer Care Professional for the process whenever required.

Support the training team during the transition/OJT period as a subject matter expert.

Minimum Qualifications

Graduate with minimum 4 years experience in Customer Service Industry.

Proven ability in people handling/management, ability to motivate a team, assess readiness levels and the ability to apply appropriate coaching to improve the performance of the team.

Proven ability to provide specific behavioral and performance feedback.

Proven ability in working in data/ voice environment.

Experience in Commercial Servicing - desirable.

Minimum 1 year of People Leadership experience - desirable.

Benefits include:

• 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