As a Team Leader - Operations, you will lead a team of 15-20 Customer Care Professionals. You will be responsible for managing overdue accounts, enhancing customer satisfaction, and driving process improvements to optimize service delivery.
Key Responsibilities
- Contact clients with overdue accounts to secure settlements and perform preventive work to avoid future overdues.
- Lead and motivate a team of Customer Care Professionals, providing coaching, performance management, and feedback.
- Deliver on customer, shareholder, and employee dashboards to meet established goals.
- Support initiatives to enhance customer satisfaction and meet external metrics.
- Optimize staffing for maximum productivity and manage day-to-day administrative tasks, reporting, and MIS.
- Collaborate with the Workflow Management team for forecasting, scheduling, and leave planning.
- Identify service delivery gaps and implement solutions to enhance American Express products and services.
- Ensure compliance with all processes and policies.
- Maintain strong working relationships with stakeholders across different regions.
- Make critical decisions in day-to-day operations and support hiring strategies when needed.
Minimum Qualifications
- Education. Graduate with a minimum of 4 years’ experience in the Customer Service industry.
Experience
- Proven ability in people management, with experience in motivating teams and providing performance feedback.
- Familiarity with working in both data and voice environments.
- Desirable experience in commercial servicing and at least 1 year of people leadership experience.
Benefits
- Competitive base salary and bonus incentives.
- Financial well-being and retirement support.
- Comprehensive medical, dental, vision, life insurance, and disability benefits (varies by location).
- Flexible working arrangements based on role and business needs.
- Generous paid parental leave policies (varies by location).
- Access to global on-site wellness centers staffed with healthcare professionals (varies by location).
- Confidential counseling support through the Healthy Minds program.
- Career development and training opportunities.
Equal Opportunity Employment. 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.