Team Leader

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?

Our Commercial Clients and their Program Administrators expect the best – they want personalized, VIP service, and they want it delivered consistently. At American Express we want to provide the ultimate experience in service – meeting the unique needs of clients and exceeding their expectations in every interaction.
 

The Team Leader role will coach a team of highly skilled and motivated Customer Care Professionals (CCPs). As an inspiring coach, the Team Leader is expected to manage team and individual performance and track performance metrics to drive performance and business results. They will monitor 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. The leader is responsible and accountable for delivering Operation Effectiveness and Excellence. In addition, this is a multi-tasking Job Opportunity where our Team Leader will lead ACT (Escalations & Complaints Team), Client Onboarding, Merchant Reporting and KYC Refresh teams to support the business units, legal and compliance, operational excellence. Develop a strong understanding of internal business processes and how American Express collects and uses customer information. In addition, The Team Leader will also need to independently co-ordinate with the Business and Marketing Teams. 
 

Responsibilities:

• Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.

• Inspire and motivate team members to have a passion to serve.

• Create an environment in which the employee feels their contribution is valued in extraordinary customer service.

• Deliver tailored, inspirational, and effective coaching to CCPs.

• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.

• Ensure adequate staffing levels to maintain service levels and employee satisfaction.

• Participate in the selection, training and development of team members.

• Lead and maintain employee 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 'raise the bar' and drive continuous improvement.

• Build talent pipeline by identifying staff with high potential for succession planning and coaching.

• Monitor customer service calls and identify opportunities to ensure flawless service.

• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services.

• Ensure compliance with all processes and policies.

• Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.

• Communicate departmental priorities and the impact of these on their role.

• Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges.

• Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care.

Qualifications:

• A natural and inspirational coach - a proven motivator of people

• A passion for, and experience in the delivery of premium customer service.

• Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly

• Demonstrated superior communication/interpersonal skills

• Effective mediator

• Creative and dynamic thinker

• Proven ability to drive improvements in team performance

• Proficient in Microsoft applications such as Word and Excel

• People leadership or previous stretch assignment experience is an added advantage

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

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