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Team Leader-Operations

americanexpress.com Logo

Amex

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Location:
India , Gurugram

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

How will you make an impact in this role? Key Responsibilities: Shift : 24*7 (Rotational )

Job Responsibility:

  • Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service
  • Provide regular coaching, mentoring, and feedback to team members to enhance their skills and performance
  • Foster a positive and collaborative team culture, promoting a high level of engagement and morale
  • Monitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs)
  • Implement strategies to improve team performance and achieve service level agreements (SLAs)
  • Conduct regular performance reviews and set clear performance expectations for team members
  • Ensure that the team consistently meets or exceeds customer satisfaction goals
  • Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience
  • Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains
  • Facilitate clear and effective communication within the team and with other departments, when required
  • Serve as a point of contact between the credit servicing team and management, providing regular updates on team performance and challenges
  • Ensure team members adhere to company policies, procedures, and regulatory requirements
  • Identify and mitigate potential risks related to customer interactions and data security
  • A team player with a clear understanding of company's code of conduct

Requirements:

  • Excellent communication skills
  • Credit Card Servicing knowledge preferred
  • Strong understanding of American Express policies & procedures
  • Excellent leadership skills
  • Quick comprehension & clear articulation
  • Demonstrated Ability to Work Effectively Within a Team Environment
  • Quick Navigation Ability
  • Web Savvy
  • Basic Troubleshooting Knowledge
  • In-depth knowledge of performance metrics
  • Good PC skills
  • Organizational, decision-making and time-management skills
  • Not on any type of counseling at the time of applying
  • Tenured for a minimum of 12 months at Band 28 and 18 months at Band 30 in the current role as on the date of application timeline
What we offer:
  • 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

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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