Team Leader-Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

We are looking for an individual with leadership expertise to provide excellent customer service and manage the Global New Accounts VKYC India Team. The goal is to keep the department running in an efficient and complaint manner, to improve Customer experience and loyalty to meet their expectations/Targets.

Process Responsibilities:

• Responsible for India GNA VKYC Team and it’s performance
• Partner with compliance & risk and other various teams, ensuring the correct policies & procedures to be followed
• Alignment with & support to Internal control team
• Inspect system for efficiency, effectiveness, and due diligence of the process/procedures
• Involvement in Preparing, analyzing monthly /annual process data to keep accurate records
• All required reports to be shared on timely manner with business /compliance & risk teams
• Management and Delivery of Key Contact Centre Initiatives that Include Recruitment, Selection, New Hire Training Initiatives, Customer Experience, and Key Performance Indicators
• Monitor and deliver on target for the team and partner with business transformation team on key projects

Team Responsibilities:

• Lead a team of 12-15 specialists
• Responsible for goal setting, performance reviews and development plan for all direct reports
• Foster an environment of engaged employees who are consistently motivated to go above and beyond expectations and who are committed to our customers and our brand
• Manage inventory flow of day-to-day operations to meet all the scorecard metrics
• Collaborate with GOCM in forecasting, scheduling and leave planning
• Continually focus on a balance between customer experience & operational efficiencies, whilst creating a positive work environment
• Ongoing coaching and direction setting for all team members
• Monitor customer interactions and identify opportunities to ensure flawless servicing
• Partner with quality and training teams to optimize effectiveness of the team in delivering world’s best customer experience everyday
• Maintain an orderly workflow according to priorities
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Ensure compliance for all processes and policies

Qualifications:

• Graduate / post-graduate with proven working experience as a leader is preferred. Ability to think strategically and to lead
• A natural and inspirational coach - a proven motivator of people
• Strong interpersonal skills, with ability to work within a complex matrix environment
• Ability to identify and drive process efficiencies in team
• Results driven and focused
• Strategic thinking with the ability to execute and implement
• Strong communication skills – varying audiences
• Proven ability to drive improvements in team performance
• Proficient in Microsoft applications such as Excel and PowerPoint

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.