American Express

Team Leader - Operations

Posted On

March 13, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

April 6, 2025

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

As a Chat Servicing Team Leader at American Express, you will be responsible for leading a team of chat agents to deliver exceptional customer service and support. The ideal candidate will have strong leadership skills, a customer-centric mindset, and a proven track record of driving performance and achieving key metrics. This role requires the ability to motivate and develop team members, ensure high-quality service delivery, and contribute to the overall success of the customer service department.

Key Responsibilities:

Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service.
Provide regular coaching, mentoring, and feedback to team members to enhance their skills and performance.
Foster a positive and collaborative team culture, promoting a high level of engagement and morale.
Monitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).
Implement strategies to improve team performance and achieve service level agreements (SLAs).
Conduct regular performance reviews and set clear performance expectations for team members.
Ensure that the team consistently meets or exceeds customer satisfaction goals.
Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
Facilitate clear and effective communication within the team and with other departments, when required.
Serve as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges.
Ensure team members adhere to company policies, procedures, and regulatory requirements.
Identify and mitigate potential risks related to customer interactions and data security
A team player with a clear understanding of company's code of conduct

Qualifications:

Should possess excellent communication skills. Candidate with Credit Card Servicing knowledge is preferred with strong understanding of American Express policies & procedures.
Excellent leadership skills accompanied by quick comprehension & clear articulation. Demonstrated Ability to Work Effectively Within A Team Environment Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
In-depth knowledge of performance metrics
Good PC skills
Organizational, decision-making and time-management skills
The incumbent should have a performance rating of G3/L3 or better in the last annual PMP review.
The incumbent should not be on any type of counseling at the time of applying.
The incumbent should be tenured for a minimum of 12 months at Band 28 and 18 months at Band 30 in the current role as on the date of application timeline.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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