Team Leader-Operations

4 weeks ago

Gurugram, India AMEX Full time

You Lead the Way. Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well 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.

How will you make an impact in this role?

Seeking an experienced and dynamic Team Leader to lead a team in Ticketing and Refunds for TLS Backoffice. The successful candidate will be responsible for managing daily operations, ensuring efficiency and accuracy in all back office functions, and leading a team to achieve performance targets and maintain high standards of service delivery.

Roles and Responsibilities:

·This leader is accountable for effectively driving the following:

oKey departmental metrics as defined by leader

oTeam Performance

oStakeholder Management

oQuality and Compliance

oColleague engagement and Motivation

·The successful candidate should be able to inspire a team of specialists to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments.

·Lead and motivate the team, fostering a positive work environment and promoting teamwork. Provide coaching, mentoring, and professional development opportunities to team members

·Oversee daily operations of the back office, ensuring tasks are completed efficiently and accurately. Monitor workflows, identify bottlenecks, and implement process improvements

·Set clear performance goals and expectations for team members. Conduct regular performance reviews, provide constructive feedback, and address any performance issues promptly.

·Ensure all back office activities adhere to company policies, procedures, and regulatory requirements. Implement quality control measures to maintain high standards of accuracy and compliance.

·Address and resolve any escalated servicing issues promptly and professionally. Ensure the team provides excellent support to internal and external customers

·Lead and participate in back office projects, ensuring timely and successful completion. Coordinate with other departments to align project goals and deliverable

·Prepare regular reports on team performance, operational metrics, and project progress. Analyze data to identify trends and make informed decisions.

·Accountable for preparation, production, delivery of presentations to leadership and stakeholders globally

·Demonstrate business and operations knowledge to attract potential opportunities

·Drive and support TLS business initiatives

·Open to work in 24*7 environment

Preferred Qualifications

·The incumbent should be graduate or equivalent with 6 years of post-qualification experience.

·Understanding of travel world and transaction Lifecyle will be an added advantage

·Should not be on any form of counseling or action plan

·Good Knowledge of American Express and Travel & Lifestyle Service processes and systems is desirable

·Understanding and experience of net fares and revenue management will be an added advantage

·Strong interpersonal skills and the ability to influence at all levels

·Excellent communication skills

·Sound planning and organizing skills

·Must possess problem solving and planning skills to facilitate and focus on continuous improvement

·Self-starter with ability to execute with minimal direction and strong attention to detail

·Ability to work in a team environment fostering teamwork and driving collective performance

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 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.

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