Team Leader-Operations

American Express
Gurugram
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Coaching","Negotiation","People management","Communication","Accountability"]

Lead a team of Banking Customer Care Professionals in a fast-paced call center, coaching and developing direct reports while driving strong customer-first outcomes. Manage multiple servicing channels, monitor calls and chats for quality, and ensure compliance and governance across customer service processes. Balance daily decision-making with enterprise strategy, champion customer issues, and maintain colleague engagement and morale to sustain performance and efficiency.

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American Express
American Express
4 days ago

Team Leader-Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead a team of Banking Customer Care Professionals in a fast-paced call center, coaching and developing direct reports while driving strong customer-first outcomes. Manage multiple servicing channels, monitor calls and chats for quality, and ensure compliance and governance across customer service processes. Balance daily decision-making with enterprise strategy, champion customer issues, and maintain colleague engagement and morale to sustain performance and efficiency.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead a team of Banking Customer Care Professionals providing customer care and account maintenance
  • •Manage multiple servicing channels (calls and chats) and monitor quality of customer interactions
  • •Responsible for performance management for direct reports, including daily coaching, goal setting, development planning, and performance reviews
  • •Ensure compliance and governance for processes and policies while meeting governance requirements
  • •Lead colleague engagement and morale through feedback, coaching, and building a diverse and inclusive team

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementPaid LeaveRemote Work

Key Requirements

  • •Previous experience leading and/or coaching customer care professionals
  • •Call center leadership experience with strong banking product and operations knowledge
  • •Excellent coaching and negotiation skills
  • •Strong people management and leadership skills
  • •Proven ability to drive results in efficiency, compliance, value generation, and customer-first resolution
Experience:Banking
Skills:CoachingNegotiationPeople managementCommunicationAccountability
Tech Stack:Digital servicing

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn