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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 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.
The person would be responsible in leading a diverse and talented team of Customer Service Professionals and collaborate with peer group to execute servicing strategies. work with leadership to implement initiatives, create operational governance, control & SOP's that will enable smooth functioning of the department, increased colleague & customer satisfaction.
The Team Leader will be tasked with the following responsibilities. This is a Sr. Team leader role :
• Lead a Team of 15-20 Team Members supporting UK MCCY Merchant Services team
• Support/initiatives in enhancing/meeting shareholder metrics
• Strengthen the team by providing effective leadership; performance management, timely coaching & feedback and helping them acquire new talent, knowledge & skills.
• Responsible for goal setting, performance reviews and development plan for all direct reports.
• Monitor New Hire performance through toll gate reviews
• Lead and maintain colleague satisfaction and morale by using reward/recognition tools available.
• Manage attrition for the team as well as new hires
• Responsible for day to day functioning/administrative work for new hires and direct reports
• Responsible for delivery of customer/shareholder/employee dashboard metrics as per goals consistently and effectively
• Function as a leadership tool to help employees maximize their performance
• Decision making ability in critical day to day functioning of processes
• Meet regularly with employees to plan their development and evaluate the progress made
• Demonstrate superior global thinking and strong process/quality improvement mindset.
• Collaborate with WFM in Forecasting, scheduling and leave planning.
• Decision making in critical and day to day situations
Requirements
Preferred Merchant knowledge and Merchant Services Experience Graduate / Post-Graduate with minimum 5-6 Years Of Work Experience. Strong Interpersonal Skills, with Ability to work within a complex matrix environment. Ability To Identify and Drive Process Efficiencies In Team. Results Driven and Focused. Strategic Thinking with the ability to execute and Implement. Strong Communication Skills – ability to deal with varying Audiences.Shift Timings: 12:00 PM- 9:00 PM
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. 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 opportunitiesAmerican 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.
