operations Team Leader (us cms - core)American Express

Job Description:
Operations Team Leader (US CMS - Core)
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
One of HR Asia's Best Companies to Work For 2021
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.
At American Express we provide a series of excellence; our customers are our most valuable asset, and our teams are the key to achieving this phenomenal goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We seek creative and innovative people who are willing to join us in the challenges of the business and are committed to providing outstanding service.
Here's just some of what you'll be doing:
Responsible for owning 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 ongoing customer relationships.
Develops and supervises 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.
Qualifications:
Must have related and relevant experience
Leadership role (direct leadership experience, mentor and managing a team) AN ADVANTAGE
Current leadership experience within a call center environment AN ADVANTAGE
Experience of driving individual and/or team performance through monitoring and mentor on customer delivery
Proven passion for service and a high level of customer service experience and dedication is REQUIRED with the ability to resolve customer issues and concerns, encouraging loyalty to the brand. (You will have regular contact with customers / Card Members through outbound and escalated calls.)
Highly participative within and across teams with ability to influence others
Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
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
Strong consultative coaching skills with ability to confidently motivate and inspire a team AN ADVANTAGE
Ability to drive and measure business results
Good time management and can effectively prioritize team workloads
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 as needed:
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
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