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hace 2 meses

Buenos Aires, Argentina Amex A tiempo completo

About the Role

We are seeking a highly skilled and experienced Team Leader to join our Global Services Group business unit at American Express. As a Team Leader - KYC Operations, you will play a critical role in leading a team of Customer Care Professionals (CCPs) to deliver exceptional customer service and support.

Main Responsibilities

  • Develop and implement process improvements to enhance team performance and efficiency.
  • Provide coaching and feedback to CCPs to enhance their skills and knowledge.
  • Motivate and recognize CCPs through recognition and reward programs.
  • Promote and support team development through training and development opportunities.
  • Monitor and improve performance of staff members according to established standards.
  • Make hiring decisions and conduct monthly performance appraisals.
  • Conduct regular team meetings to ensure open communication and collaboration.
  • Arrange timely training for CCPs as appropriate.
  • Proactively solve problems and provide timely resolution to ensure minimal impact to customers and employee satisfaction.
  • Identify course of action for problems resolution and effectively communicate plans to those impacted.

Requirements

  • Advanced written and oral English knowledge.
  • Knowledge of Customer Fulfillment Network, CMMI/KYC process is a plus.
  • Excellent communication skills.
  • Data analytics and agile methodologies knowledge is a plus.
  • Analytical thinking to evaluate and assimilate data from different sources in order to identify trends, enabling structured decision making either to resolve problems or move forward.
  • Detailed knowledge of Customer Service and Card Operations.
  • Ability to communicate at all levels of the organization.
  • Organization, planning and multitasking.
  • Demonstrated driving results.
  • Flexibility to work in a shift environment which may include evenings and weekends.
  • Previous experience successfully leading and motivating teams.
  • Ability to build relationships with direct reports and treat employees fairly based on individual circumstance and need.

What We Offer

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