Team Leader-Operations

American Express
Gurugram
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Coaching","Negotiation","People management","Leadership","Communication","Customer focus","Adaptability","Collaboration","Personal accountability","Performance management"]

Lead a team of Banking Customer Care Professionals to deliver exceptional customer service in a fast-paced call center environment. Own performance management for direct reports through daily coaching, goal setting, development planning, and reviews, while monitoring calls and chats to ensure a flawless customer experience. Manage multiple servicing channels, drive colleague engagement and belonging, and ensure compliance and governance across all processes.

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FursaFursa
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 to deliver exceptional customer service in a fast-paced call center environment. Own performance management for direct reports through daily coaching, goal setting, development planning, and reviews, while monitoring calls and chats to ensure a flawless customer experience. Manage multiple servicing channels, drive colleague engagement and belonging, and ensure compliance and governance across all processes.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a team of Banking Customer Care Professionals delivering extraordinary customer care
  • •Manage multiple customer servicing channels (calls and chats) and ensure flawless customer experience
  • •Perform performance management for direct reports including daily coaching, goal setting, development planning, and reviews
  • •Monitor customer servicing calls & chats and provide coaching and feedback to maximize performance
  • •Meet compliance & governance requirements and lead colleague engagement and morale through building a diverse, inclusive team

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid ParentalRetirementCounseling

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 interpersonal skills and ability to communicate at all levels
Experience:BankingCall center
Skills:CoachingNegotiationPeople managementLeadershipCommunicationCustomer focusAdaptabilityCollaborationPersonal accountabilityPerformance management

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