Senior Team Leader-Operations

1 month ago


Gurgaon, Haryana, India American Express Full time

Lead the Way with American Express

We're looking for a talented Senior Team Leader-Operations to join our team at American Express. As a key member of our operations team, you'll play a critical role in leading a diverse and talented team of Customer Service Professionals.

Your primary responsibility will be to collaborate with peer groups 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.

Key responsibilities include:

  • Leading a team of 15-20 Team Members supporting UK MCCY Merchant Services team
  • Supporting initiatives in enhancing/meeting shareholder metrics
  • Strengthening 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
  • Monitoring New Hire performance through toll gate reviews
  • Leading and maintaining colleague satisfaction and morale by using reward/recognition tools available
  • Managing 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
  • Functioning as a leadership tool to help employees maximize their performance
  • Decision making ability in critical day to day functioning of processes
  • Meeting regularly with employees to plan their development and evaluate the progress made
  • Demonstrating superior global thinking and strong process/quality improvement mindset
  • Collaborating 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

Benefits

  • 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

Equal Opportunities Employer

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.

Background Verification Check

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



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