Global Services Group Team Manager
hace 4 semanas
About the Role
We are seeking a highly skilled and experienced Team Leader to join our Global Services Group team at American Express. As a Team Leader, you will be responsible for leading a team of Customer Care Professionals (CCPs) in delivering exceptional customer service and ensuring the highest standards of quality and efficiency in our Know Your Customer (KYC) operations.
Main Responsibilities
- Lead and motivate a team of CCPs to achieve exceptional customer service and quality standards.
- Develop and implement process improvements to enhance efficiency and productivity.
- Provide coaching and feedback to team members to enhance their skills and performance.
- Monitor and analyze team performance data to identify trends and areas for improvement.
- Make hiring decisions and conduct regular performance appraisals.
- Collaborate with other teams to drive process improvements and ensure seamless service delivery.
- Proactively solve problems and provide timely resolution to ensure minimal impact to customers and employee satisfaction.
Requirements
- Advanced written and oral English knowledge.
- Knowledge of Customer Fulfillment Network, CMMI/KYC process is a plus.
- Excellent communication and interpersonal skills.
- Data analytics and agile methodologies knowledge is a plus.
- Ability to communicate at all levels of the organization.
- Organization, planning, and multitasking skills.
- Demonstrated driving results and leadership skills.
- Flexibility to work in a shift environment which may include evenings and weekends.
- Previous experience successfully leading and motivating teams.
About American Express
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. This includes competitive base salaries, bonus incentives, support for financial-well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support, and career development and training opportunities.
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