Team Leader-Operations Job at Amex (Gurugram)

Job Description

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

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

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

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