operations team leader (us b2b Customer Service)American Express

Job Description
Operations Team Leader - US Commercial and Merchant Servicing
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
Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
Find your place on #TeamAmex.
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.
Our US Commercial and Merchant Servicing (CMS) Operations Team Leaders use their instincts and passion to serve as the face and voice of the American Express brand. This position is primarily responsible for day-to-day management of a group of 12 - 15 Customer Care Professionals (CCPs). They motivate our CCPs in servicing American Express customers to drive engagement and deepen loyalty.
Are you ready for anything? Because everything can happen people are in business.
Here's just some of what you'll be doing:
Responsible for managing the day-to-day operations of a team of representatives that handle any/all aspects of customer accounts, including solicitation, inquiries, and problem resolution.
Cultivates and maintains on-going customer relationships.
Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow.
Ensures the volume of work produced meets product/service standards and exceeds quality standards.
May develop business plan for team/group operations including budget development.
Approves personnel activities concerning hiring, training/development, and evaluation of staff performance.
May build industry relations communicating technologies and operational concerns through industry networking.
Minimum Qualifications
Qualifications:
Bachelor's degree AN ADVANTAGE
At least 5-7 years of total experience with at least 3-4 years of solid experience in a leadership role (direct leadership experience, coaching and developing a team) REQUIRED
Current leadership experience within a service-oriented environment REQUIRED
Call center experience in a banking and financial services industry AN ADVANTAGE
Experience of driving individual and team performance through monitoring and coaching on customer delivery
Demonstrated passion 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. (You will have regular contact with customers / Card Members through outbound and escalated calls.)
Strong consultative coaching skills with ability to confidently motivate and inspire a team
Ability to drive and measure business results
Highly collaborative within and across teams with ability to influence others
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
Ability to develop and nurture a team to increase engagement and skills
Experience of monitoring, reporting and delivering key performance metrics to senior management AN ADVANTAGE
Ability to identify, propose and execute performance improvement initiatives
A strong appreciation for the travel and tourism industry
Flexibility to work shifting schedules including nights and weekends
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
Application Process
Once application is acknowledged, your profile will be reviewed by the Talent Acquisition team. If qualified, you can expect at least 1-2 interviews video call interviews to happen after. The interview will be conducted by our Operations Service Delivery Leaders and Operations Director.
Our service operates over a 24/7 environment and we are hiring for various shifts - may have to work on rotational shifts, PRIMARILY NIGHT SHIFT depending on business needs including weekends and holidays.
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 -
ReqID: 21010600
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 14, 2021, 1:14:09 AM
American Express

Taguig City, Metro Manila
Permanent
Full-time