operations Team Leader (anz online travel)American Express

Job Description:
Operations Team Leader - ANZ Online Travel
You lead the way. We've got your back.
WE ARE AON HEWITT'S BEST EMPLOYER FOR 2017, 2018, and 2019 IN THE PHILIPPINES
ICT Award's Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards' HALL OF FAME
J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
Great Place to Work ® ASIA CERTIFIED
Great Place to Work ® GLOBAL CERTIFIED
Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
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.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day- from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.
Description
American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.
Across the globe, TLS has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels.
Grow as a leader, learn every day.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. At American Express, we back our colleagues' leadership potential and ability to shape their future. That's why we invest in your growth and offer everyday learning experiences so you can be and deliver your best- for yourself and your team. No matter what role you have in the company, you can have the space and support you need to learn, grow and lead every day.
Know the way forward. Show the way forward.
Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results.
Your team of seasoned travel professionals are highly knowledgeable in travel and provide expertise and solutions to customers in the event of amendments and changes to travel plans. Your team of agents will be busy with the following:
Supporting customers who are booking their own leisure travel through our American Express Travel Online site. Utilizing minimum standards, team processes, supplier policies and terms and conditions in addition to their own travel experience to do so.
Receiving customer enquiries by phone, email and chat including:
pre booking requests such as online journey support, pricing and travel benefit eligibility enquiries.
post booking requests including seating, room enquiries, amendments and cancellations requests.
Reviewing airline policies, schedule changes and rejected tickets, which affect our customers travel plans. Contacting airlines and customers via phone & email, to recommend and book, alternative travel options to meet their needs.
Providing advice and recommendations to Card Members to ensure they maximize their benefits.
Liaising & building relations with our travel supplier partners that provide customer benefits and with other American Express business units and departments.
You'll lead, coach and mentor with passion; encourage real commitment to customers; and use your strong leadership and motivational skills to inspire an extraordinary service. One that surpasses expectations and reaches our business goals with outstanding results.
Don't just inspire followers. Create future leaders.
You'll support your team to deliver their best. And that means knowing how to:
Inspire your team to achieve their goals at an individual and team level; creating an environment for them to be successful
Evaluate your team's performance and consistently provide knowledgeable and consultative coaching, mentoring, and feedback that is based on your own experiences and expert knowledge of the travel industry; to drive continuous improvement
Collaborate with leaders across teams to share best practice and drive overall team performance as well as individual team goals
Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees
Improving your team's performance in the key areas of delivering customer satisfaction and efficiency in the premium servicing environment
Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members
Communicating directly with Card Members through outbound calls and in the event of escalated enquiries
Ensure first-class service delivery is the main priority
Confidently adapting to the dynamic voice and chat contact center environment and supporting your team through operational change
Managing your time effectively to be available to your team whilst managing the business needs.
Building an engaged team through regular career and development activity
Do you have what it takes to build a career here?
Qualifications:
Bachelor's degree AN ADVANTAGE
At least 3-4 years of validated experience in a leadership role (direct leadership experience, mentoring and managing a team) REQUIRED
Confirmed experience in the travel or hospitality industry, with knowledge of a GDS reservation / booking system REQUIRED
Call center experience, especially in a voice and/or chat servicing center environment REQUIRED
Highly collaborative within and across teams with ability to influence others
Experience of driving individual and team performance through monitoring and coaching on customer delivery
Demonstrated fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand.
Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
Ability to develop and champion a team to increase engagement and skills
Experience of monitoring, reporting and delivering key performance metrics to senior management
Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
Good time management and can effectively prioritize team workloads
Excellent written and verbal communication skills
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig, Philippines 1634 (when Return-to-Office initiatives are in place)
Work from Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
Must be amenable to work in Taguig once community quarantine measures are lifted
Workplace Flexibility: Full Time, Rotating Shift
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
Why American Express?
Attractive base pay
Competitive performance-based bonus
Health, dental, vision and life insurance
Free HMO coverage from day 1 for the employee and eligible dependents.
Retirement Fund
Career development including training and career growth
Generous maternity/paternity paid leave
Private mother's room
On-site gym
Fitness studio
Fun karaoke room
On-site clinic
Application Process
Once screened and invited by the Talent Acquisition team, expect at least 1-2 interviews (via Webex video call) to happen after.
Our service operates over a 24/7 environment, and we are hiring for various shifts - may have to work on rotational shifts depending on business needs including weekends and holidays.
This role is not open to visa sponsorship according to business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time