Team Ldr-operations

7 days ago

Gurgaon, India Amex Full time

**You Lead the Way. We’ve Got Your Back.**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Our vision is to provide our Cardmembers the world’s best customer experience every day. We deliver for our customers, designing creative solutions to meet their needs, and aiming to make a meaningful difference in their lives.

Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by:
- Offering opportunities for professional growth and advancement- Recognizing and rewarding those who drive and deliver results- Respecting and valuing diversity, integrity, and teamwork

Our
**Operations Team Leader** have an immense drive for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results.

Our
**US Customer Care Team Leaders** use their instincts and passion to represent the American Express brand. This position is primarily responsible for day-to-day management of a group of 12 - 15 Customer Care Professionals (CCPs). They encourage our CCPs in servicing American Express cardmembers to drive engagement and deepen loyalty.

As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results.

They will lead customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.

ENCOURAGE, COLLABORATE AND INSPIRE: Help propel your team and its business partners to success.

**_Here’s just some of what you’ll do in this role:_**- Deliver tailored, inspirational and effective coaching to specialists- Hold regular sessions to observe individual performance and provide honest and concrete feedback through one-on-one sessions.- Inspire and empower colleagues to have a drive to serve- Create an environment in which the colleague feels their contribution is valued in extraordinary customer service- Consistently and effectively implement the Performance Management Process as a leadership tool to help colleagues improve their performance- Ensure adequate staffing levels to maintain service levels and colleague satisfaction- Participate in the selection, training and development of strong and highly engaged team members- Lead and maintain colleague satisfaction and engagement by using reward and recognition tools available- Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment- Challenge your team to set a higher standard and drive continuous improvement Build talent pipeline by identifying staff with high potential for succession planning and coaching- Follow up on requests by leader, peers, and colleagues consistently.- Encourage team members to own first resolution of service issues and provide the vital coaching. Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.

**ANALYZE, COMMUNICATE AND INNOVATE**- Analyze metrics and any issues that could affect achievement of service levels immediately.- Analyze performance management data, and finding opportunities to further drive Cardmember satisfaction, Collection Metrics, Service levels, Average handling time, Profitability, Schedule adherence etc- Initiate process improvements by identifying service delivery gaps, offer solutions and efficiently implement ideas to enhance American Express products and services- Ensure compliance for all processes and policies- Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.- Plan, and prepare for daily coaching activities to develop and motivate individuals- Continually develop skills required for Team Leader effectiveness and seek opportunities to learn from peers.- Communicate the current state of the business regularly and help team to understand depart

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