Operations Team Leader
hace 2 meses
You Lead the Way. Weve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
How will you make an impact in this role?
We are seeking a proven people leader, who can demonstrate resilience, engagement, and commitment as well as high level of autonomy. You'll be people focused (stakeholders & team) and know that outstanding customer services leads to loyal customers.
Drive business metrics and KPIs (e.g., customer satisfaction, service levels, Outbound and Inbound call efficiency, Quality, Compliance adherence, schedule adherence, etc.) Drive key adherence to all market AML regulatory requirements working in partnership with other key functions such as Privacy, Compliance, AML, Regulatory and Business Self Testing and Risk. Monitoring customer servicing calls to ensure perfect servicing execution / treatment, implementing call centre Leadership / floor management administration as well as leading fully virtual colleagues Nurture and maintain a positive and collaborative relationship with our key Business partners Ensuring adequate staffing levels to maintain service levels and employee satisfaction. Including recruiting, coaching, training, and development of colleagues Providing daily coaching to calling executives Support customer satisfaction initiatives in enhancing / meeting CSAT metrics Lead and maintain employee satisfaction and morale by using proactive coaching as well as reward & recognition tools available Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximise their performance Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services Ownership of automation improvements including issue log management Collaborating and sharing best practices with colleagues from other markets Provide leadership insight in process improvement initiatives Responsible for compliance for all processes and policies and developing quality and productivity evaluations Decision making in critical and day to day situationsMinimum Qualifications
Language skills: French & English Experience leading and/or coaching large teams in a dynamic hybrid environment. Demonstrated passion in leading, coaching, performance management, team building, networking, and conflict resolution skills. Emotional Intelligence Resilience Creating an inspiring team environment with an open communication culture Setting clear team goals and driving KPIs Delegating tasks and set deadlines for your internal team. Proven work experience as a team leader or supervisor Tech Savvy: Proficient in MS Suite, VoIP tools, IT troubleshooting knowledge, etc. Analytical mindset Excellent communication and leadership skills Organizational and time-management skills Decision-making skillsPreferred Qualifications
Fluency in French and English. Spanish is a bonus. Proven experience in building relationships with customers and creating new value and loyalty through the phone channel Degree in Management or training in team leading is a plus In-depth knowledge of performance metrics in a service center Building and maximizing relationships with stakeholders Agile - we need you to make decisions quickly while demonstrating flexibility taking personal accountability. We are proud of our culture and D&I so you will continue to build diverse talent. A creative and dynamic problem solver. Ability to create and continually support people through individual development plans Knowledge of AML Regulations in France are a plus A natural and inspirational coach - a dedicated motivator of people Demonstrated superior communication/interpersonal skills Proactive and can-do-attitudeSo, if you are an outstanding role model who ensures that quality is a key team driver which underpins all operational performance then we would love to hear from you
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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 opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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