Operations Team Leader (Digital Servicing)

Operations Team Leader (Digital Servicing)

You Lead the Way. We've Got Your Back.

#6th in Great Place to Work's Best Workplaces List in the Philippines for 2023

#6th in Great Place to Work's Best Workplaces List in the Philippines for IT-BPM for 2023

#8th in Fortune Magazine's 2023 World's Most Admired Companies

#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #Team Amex.

How will you make an impact in this role?

Meaningful, rewarding work performed with integrity

This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs). As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.

Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence.

This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required

Here's just some of what you'll do in this role:

Motivate, Collaborate and Inspire

• Deliver tailored, inspirational and effective coaching to CCPs.
• Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.
• Inspire and motivate team members to have a passion to serve.
• Create an environment in which the employee feels their contribution is valued in extraordinary customer service.
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
• Ensure adequate staffing levels to maintain service levels and employee satisfaction.
• Participate in the selection, training and development of high performing and highly engaged team members.
• Lead and maintain employee satisfaction and engagement by using reward and recognition tools available.
• Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment.
• Challenge your team to 'raise the bar' and drive continuous improvement.
• Build talent pipeline by identifying staff with high potential for succession planning and coaching.
• up on requests by leader, peers and direct reports consistently.
• Encourage team members to own first resolution of service issues and provide the necessary coaching.
• Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.

Analyze, Communicate, and Innovate

• Analyze metrics and any issues that could affect achievement of service levels immediately.
• Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Sales point rate, Average handling time, Profitability, Schedule adherence, etc.
• Monitor customer servicing calls, and identifying opportunities to ensure flawless servicing
• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
• Ensure compliance for all processes and policies
• Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.
• Plan, and prepare for daily coaching activities to develop and motivate individuals
• Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers.
• Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
• Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges.
• Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care.

Qualifications

Skills and Qualifications:

Unique career journey shaped by your talent and curiosity.

• A natural and inspirational coach - a proven motivator of people
• A passion for, and experience in, the delivery of premium customer service
• Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly
• Demonstrated superior communication/interpersonal skills
• Effective mediator
• Creative and dynamic thinker
• Flexible
• Proven ability to drive improvements in team performance.
• Proficient in Microsoft applications such as Word and Excel
• People leadership experience
• Experience in a contact center environment

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to
• a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:

• • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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

This role is not open to visa sponsorship according to business requirements.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To know more about our recruitment process, you may watch this short video - What to Expect: Recruitment at American Express

Job ID 24019311