Team Leader-Operations
American Express · Posted Oct 12
Banking, credit card, payment network, and travel services
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About the role
The role leads a team of Banking Customer Care Professionals within American Express's dynamic banking call center operation, supporting financial services and banking products. The team assists customers with inquiries and account maintenance in a fast-paced, structured servicing environment. The Team Leader coaches, develops, motivates and manages the performance of Customer Care Professionals, monitors calls and chats, and ensures compliance and governance across processes.
What you will do
- Lead a team of Customer Care Professionals pioneering the servicing of financial services and banking products.
- Manage multiple servicing channels
- Responsible for performance management for all direct reports including daily coaching, goal setting, development planning and performance reviews
- Monitor customer servicing calls & chats to ensure flawless customer experience
- Manage Colleague Engagement & Belonging
- Meet Compliance & Governance for all processes and policies
- Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team
- Define what willing looks like by consistently and effectively provide coaching and feedback to help colleagues maximize their performance
- Decision making in critical day to day situations
- Work flexible schedules based on business need
Skills used in this role
What the employer is looking for
- Previous experience leading and/or coaching customer care professionals required
- Call Center leadership experience with strong banking product and operations knowledge/experience highly preferred
- Excellent coaching and negotiation skills
- Strong people management and leadership skills
- Personal accountability
- Proven interpersonal skills and the ability to communicate at all levels
- Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) & customer first resolution
- Ability to adapt quickly to new systems and processes
- Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy
Preferred qualifications
- Previous Knowledge of the Banking Industry
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
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