operations Team Leader (pod leader / performance improvement coach) - ukAmerican Express

Job Description:
Pod Leader - Customer Experience Coach / Operations Support Coach (UK CEN)
You Lead the Way. We've Got Your Back.
No. 1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#5th in Great Place to Work's Best Workplaces List in the Philippines for 2021 and 2022
#9 in Great Place to Work's Best Workplaces in Asia under the Multinational Category for 2021
One of HR Asia's Best Companies to Work For 2021
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 Team Amex, 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. Here, you'll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company's success.
Together, we'll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we'll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let's lead the way together.
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.
How will you make an impact in this role?
This position is in the Customer Engagement Network (CEN) UK Team. CEN is a global team of 10,000+ dedicated colleagues who put our customers at the center of everything they do. This organisation is part of an exciting new leadership structure that is designed with career development in mind, redefining responsibilities and empowering leaders to lean into their strengths as one of three new Specialist Coach roles: Operations Support, Customer Experience, and Performance Improvement.
Working outside of traditional hierarchies, these three new roles offer specialist support for Customer Care Professionals (CCPs) to deliver extraordinary service every day to American Express consumer Card Members around the world. Through their strong collaboration, these three Specialist Coach roles work collectively to support and drive performance amongst their Pods of CCPs.
As a Specialist Coach you will split your time between your Pod Leader duties and your Specialism:
Your Specialism - Customer Experience: Dedicated to driving CCP performance through coaching while partnering closely with other Specialist Coaches. As a Customer Experience coach, you will work in 2-month rotations, supporting CCPs based on your area of expertise, whilst coaching to any and all behaviors holistically to drive world-class customer service and results.
Pod Leader - Creating a sense of community in your Pod through check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you'll show your backing for your CCPs through effective career development conversations.
Pod Leader Responsibilities:
Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls
Demonstrate outstanding and approachable leadership to a group of approximately 15x CCPs as their designated pod leader
Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process
Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort
Performance Improvement Coach Responsibilities:
Provide dedicated help and support coaching to outlier Customer Care Professionals (CCPs) across Pods to help improve their performance and maximize their learning and development
Provide CCPs with dedicated performance improvement plans, in partnership with Colleague and Labor Relations (CLR) as required
Manage absence and attendance 'end to end' with a supportive colleague well-being approach.
Facilitate effective return to work meetings with CCPs returning from a leave of absence
Conduct administrative tasks associated with formal performance and absence management plans, consistent with CEG policies and guidelines
Chair informal and formal disciplinary meetings
Minimum Qualifications:
Bachelor's degree AN ADVANTAGE
Minimum total work experience of 5 years REQUIRED
Direct people leading experience of 3-8 years in a Premium call center customer service environment REQUIRED (with BFSI account as TL, additional billing / first call resolution experience would be AN ADVANTAGE)
Previous heavy exposure to drive Voice of the Customer metrics REQUIRED
Demonstrate outstanding organizational skills and attention to detail
Make enterprise-minded decisions under pressure when managing real-time operations
Excellent analysis of key performance indicators to inform strategic plans and champion coaching schedules
Excellent time management and ability to make decisions effectively amidst competing priorities
Display personal excellence by remaining positive in difficult situations
Confident leading difficult conversations and taking responsibility for customer escalations
The ability and resilience to work in a fast-paced and dynamic environment as well as multitask
Superior interpersonal, communication, and collaboration skills
Confidence to work in a hybrid environment
Preferred Qualifications:
Strong customer focus
Analytics experience
Process improvement
Project management
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
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