Log In
Sign Up
Private Jobs / Private Sector
Amex Hiring for Team Leader Operations – Global New Accounts(GNA) at Gurgaon Full Time
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Function Description:
The Global Account Processing Network (GAPN) organization’s vision is to build, enable, and transform ultimate customer experienced. We deliver products, tools, and controls to empower customer spend through a seamless application, issuance, communications, payments and bureau reporting journey. Global New Accounts (GNA) Organization is a critical part of GAPN organization that enables business growth by crafting a frictionless experience with fast resolution time for application
Purpose of the Role:
• Deliver tailored, inspirational and effective coaching to CCPs
- Motivate, Collaborate and Inspire
- 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
- 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 high performing and highly engaged 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.
- Follow up on requests by leader, peers and direct reports consistently.
- Encourage team members to own first resolution of service issues and provide the necessary coaching.
- Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.
Analyze, Communicate and Innovate
- Analyze metrics and any issues that could affect achievement of service levels immediately.
- Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Average handling time, Schedule adherence, etc
- Monitor customer servicing calls, and identifying opportunities to ensure flawless servicing
- Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
- Ensure compliance for all processes and policies
- Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.
- Plan, and prepare for daily coaching activities to develop and motivate individuals
- continually develop skills required for Team Leader effectiveness and seek opportunities to learn from peers.
- Communicate the current state of the business regularly and help team to understand 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
- Flexible
- Proven ability to drive improvements in team performance
- Proficient in Microsoft applications such as Word and Excel
Shift Timing
- Shift Timings – would be required to work in a 24*7 environment dependent on business needs. As this will be rotational shifts, the successful candidate will be rostered to work on week days or week ends and shift could start from 4:30 PM IST to 2:30 AM IST.
Academic Background:
• Graduate
• Graduate
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected 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.