operations Team Leader (us cen - digital servicing)American Express

Job Description:
Operations Team Leader (US CEN - Digital Servicing)
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.
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.
Join #TeamAmex and let's lead the way together.
An iconic brand where you can grow as a leader
Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt and take risks. What has remained constant throughout this history of transformation is our dedication to our customers, to our colleagues, and to the values on which American Express was built: integrity, quality, respect, and community.
Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results.
American Express is one of the most respected brands around the world. Our open, creative, and collaborative culture is a big part of why we regularly win best workplace awards all over the world. So if you're ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at American Express.
The Role & Responsibilities:
Meaningful, rewarding work performed with integrity
This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs). As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.
Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence.
This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required
Here's just some of what you'll do in this role:
Motivate, Collaborate and Inspire
Deliver tailored, inspirational and effective coaching to CCPs
Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.
Inspire and motivate team members to have a passion to serve
Create an environment in which the employee feels their contribution is valued in extraordinary customer service
Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
Ensure adequate staffing levels to maintain service levels and employee satisfaction
Participate in the selection, training and development of high performing and highly engaged team members
Lead and maintain employee satisfaction and engagement by using reward and recognition tools available
Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment
Challenge your team to 'raise the bar' and drive continuous improvement
Build talent pipeline by identifying staff with high potential for succession planning and coaching.
Follow up on requests by leader, peers and direct reports consistently.
Encourage team members to own first resolution of service issues and provide the necessary coaching.
Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.
Analyse, Communicate and Innovate
Analyze metrics and any issues that could affect achievement of service levels immediately.
Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Sales point rate, Average handling time, Profitability, Schedule adherence, etc.
Monitor customer servicing calls, and identifying opportunities to ensure flawless servicing
Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
Ensure compliance for all processes and policies
Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.
Plan, and prepare for daily coaching activities to develop and motivate individuals
Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers.
Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges.
Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care.
Skills and Qualifications:
Unique career journey shaped by your talent and curiosity
A natural and inspirational coach - a proven motivator of people
A passion for, and experience in, the delivery of premium customer service
Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly
Demonstrated superior communication/interpersonal skills
Effective mediator
Creative and dynamic thinker
Flexible
Proven ability to drive improvements in team performance
Proficient in Microsoft applications such as Word and Excel
With Chat Support Experience
People leadership experience preferred
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