Team Leader – International Dispute Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• Provide regular coaching, mentoring, and feedback to team members to enhance their skills and performance.
• Foster a positive and collaborative team culture, promoting a high level of engagement and morale.
• Monitor and analyze team performance metrics, ensuring adherence to quality standards
• Implement strategies to improve team performance and achieve service level agreements (SLAs).
• Conduct regular performance reviews and set clear performance expectations for team members.
• Ensure that the team consistently meets or exceeds customer satisfaction goals.
• Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
• Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
• Facilitate clear and effective communication within the team and with other departments, when required.
• Serve as a point of contact between the BO disputes team and management, providing regular updates on team performance and challenges.
• Ensure team members adhere to company policies, procedures, and regulatory requirements.
• Identify and mitigate potential risks related to customer interactions and data security
• A team player with a clear understanding of company's code of conduct
• Create engaging and fun huddle content for all focused on common areas of opportunity Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service.

Minimum Qualifications:

• Must have End to End Dispute Knowledge highly preferred
• Min Graduate Degree - Any Field (Preferred)
• Demonstrate passion and enthusiasm for coaching, with a proven ability to engage CCPs and drive performance
• Observant and attentive in identifying and determining customer service opportunities
• Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment
• Confident handling difficult conversations and taking responsibility for customer critical issues
• Display personal excellence by remaining positive in difficult situations
• Superior interpersonal, communication, and collaboration skills
• Confidence to work in a hybrid environment
• Knowledge of the LEAD Coaching framework
• Previous people leadership experience preferred

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

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.  

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