Team Ldr-operations

1 week ago

Gurgaon District Haryana, India Amex Full time

**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 let's lead the way together.

Job Description: Function Description:

- Lead a team of ~12-16 Quality Analysts
- Extract, understand, assess, and analyze trending reports, providing valuable and actionable reporting.
- Utilize Nexidia, Speechminer and NICE call recording systems to audit work of team members
- Manage team level initiative/ responsibilities, reporting, supporting new transitions
- Manage multiple projects/ initiatives with competing deadlines
- Partner with cross functional teams to deliver on management goals in a geographically dispersed, multi-functional environment

Purpose of the Role:

- Provide leadership insights in process improvement initiatives
- Provide actionable feedback and coaching to team members
- Inspire, motivate and develop Talent within the testing team.
- Identify trends and proactively address risk areas

Qualifications: Past Experience:

- Experience in implementing a structured approach to managing a team, delivering against deadlines and managing multiple tasks
- Proven experience in leading teams

Academic Background:

- The incumbent should be graduate or equivalent with 5-8 years of post-qualification experience

Functional Skills/Capabilities:

- **Excellent communication skills**
- Attention to detail, strong analytical, problem-solving skills and project management skills
- Experience in implementing a structured approach to managing a team, delivering against deadlines and managing multiple tasks
- Strong relationship building and influencing skills
- Positive attitude and flexibility to perform in a dynamic environment
Technical Skills/Capabilities:

- Microsoft Office

.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.

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