Customer Service Operations Manager

hace 2 meses

Madrid, Madrid, España American Express A tiempo completo

Your Leadership Matters. We Support Your Journey.

At American Express, we believe that with the right support, individuals and organizations can achieve remarkable growth. By joining our team, you become part of a diverse and global community dedicated to supporting our clients, communities, and one another. Here, you will have the opportunity to develop and advance your career in a way that is meaningful to you, with benefits and programs that cater to your personal and professional needs.

As a member of American Express, your contributions, leadership, and impact will be acknowledged—every team member has the chance to participate in the company's success. Together, we will strive to deliver the best customer experience daily, maintaining our commitment to integrity and inclusivity.

What impact will you have in this position?

We are looking for a skilled leader who demonstrates resilience, engagement, and a strong commitment to their team and stakeholders. You will prioritize customer service excellence, understanding that it fosters customer loyalty.

  • Monitor and drive business performance metrics and KPIs (e.g., customer satisfaction, service levels, call efficiency, quality assurance, compliance adherence, and schedule management).
  • Ensure adherence to market AML regulatory standards by collaborating with key functions such as Privacy, Compliance, and Risk Management.
  • Oversee customer service calls to guarantee exceptional service delivery and treatment.
  • Manage leadership responsibilities and administration for both in-person and remote teams.
  • Foster and sustain positive relationships with key business partners.
  • Maintain appropriate staffing levels to achieve service targets and enhance employee satisfaction, including recruitment, coaching, training, and development.
  • Provide daily coaching and support to team members.
  • Champion customer satisfaction initiatives to meet and exceed CSAT metrics.
  • Enhance employee morale and satisfaction through proactive coaching and recognition programs.
  • Implement the Performance Management Process effectively to help team members reach their full potential.
  • Identify service delivery gaps and initiate process improvements to enhance American Express products and services.
  • Oversee automation enhancements, including issue management.
  • Collaborate and share best practices with colleagues across different markets.
  • Provide insights for process improvement initiatives.
  • Ensure compliance with all policies and procedures while developing quality and productivity evaluations.
  • Make informed decisions in critical and everyday situations.

Minimum Qualifications

  • Proficiency in French and English.
  • Experience in leading and coaching large teams in a dynamic hybrid environment.
  • Demonstrated passion for leadership, coaching, performance management, team building, and conflict resolution.
  • Strong emotional intelligence and resilience.
  • Ability to create an inspiring team environment with open communication.
  • Set clear team objectives and drive KPIs.
  • Delegate tasks and establish deadlines for your team.
  • Proven experience as a team leader or supervisor.
  • Tech-savvy with proficiency in MS Suite and VoIP tools.
  • Analytical mindset with excellent communication and leadership skills.
  • Strong organizational and time-management abilities.
  • Effective decision-making skills.

Preferred Qualifications

  • Fluency in French and English; Spanish is a plus.
  • Proven experience in building customer relationships and creating loyalty through phone interactions.
  • Degree in Management or training in team leadership is advantageous.
  • In-depth knowledge of performance metrics in a service center.
  • Ability to build and maximize relationships with stakeholders.
  • Agile decision-making with personal accountability.
  • Commitment to fostering a diverse and inclusive culture.
  • Creative problem-solving skills with a focus on individual development plans.
  • Knowledge of AML Regulations in France is a plus.
  • Natural coaching abilities and a dedication to motivating others.
  • Exceptional communication and interpersonal skills.
  • Proactive and positive attitude.

If you are a role model who prioritizes quality as a key driver of operational performance, we would love to hear from you.

At American Express, we prioritize the well-being of our colleagues and their families through comprehensive benefits and programs that support their overall health, including:

  • Competitive base salaries.
  • Bonus incentives.
  • Financial well-being and retirement support.
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
  • Flexible working arrangements based on role and business needs.
  • Generous paid parental leave policies (depending on location).
  • Access to global wellness centers staffed with healthcare professionals (depending on location).
  • Confidential counseling support through our Healthy Minds program.
  • Opportunities for career development and training.

Employment with American Express is contingent upon the successful completion of a background verification check, in accordance with applicable laws and regulations.

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