Team Leader

3 weeks ago

Kuala Lumpur, Malaysia American Express Malaysia Sdn Bhd Full time

'“ Keep things easy and simple, own and solve the customer's issues, value and recognize the customer. The Japan KYC & CMMI Team Leader will have primary responsibility of leading Japan KYC & CMMI processes based out of Kuala Lumpur, provide guidance to a talented & highly engaged team of ~15 Customer Care Professionals. The Leader will be responsible for delivering on the vision and road map for servicing in CFN which is to transform end-to-end Customer journey to deliver the world's best Customer experience. In doing so he/she will partner with upstream GSG servicing functions and business to eliminate customer friction points in our back office processes, reduce bad demand to drive Customer First Resolution, drive efficiency and automation and provide more digitally enabled servicing experience to our customers. As a Leader of this team, you will be responsible for: Ensure successful and on-going delivery of all key operational metrics across Customer, Shareholder and Colleague Driving a highly performing team through strong leadership, effectively inspiring, motivating and influencing colleagues, develop and execute colleague engagement plan. Ensure Customer enquiries are handled on timely manner and accurate decision is made. Point of escalation for the team and customers. Drive team processing accuracy including Procedure Monitoring Control, Business Self-Testing and ensure all-time adherence on Control & Compliance and audit Ensure accurate content is updated on training documentation, CHC article and process maps Identify area for improvement and implementing appropriate changes to improve CFN processes and results Conduct coaching and have meaningful career conversation including development plan with Colleagues Minimum Qualifications: Qualifications - External Preferred Skills: Fluency in speaking, reading and writing English and Japanese with JLPT 2 or above Minimum 2 years of working experience in related field and preferable with call handling experience Strong people management skills such as coaching, communication, problem solving and performance management Able to demonstrate strong customer centric understanding and building strong relationship internally and externally. Able to deliver result in accordance with policy and procedure. Demonstrate growth mindset and role modelling of the Organization's (Blue Box) values Strong sense of personal accountability and demonstrate self-starter with ability to work in a dynamic, time critical environment while managing and inspiring a diverse group Experience in group dynamics and team empowerment including experience of conflict management Able to collaborate with colleagues, stakeholders and business partners effectively Critical Factors to Success (Outcome Driven) Business Outcomes: Deliver world class servicing experiences for our customers that are aligned to the 'œCustomer First'
American Express is a global services company that provides consumers and businesses with exceptional access to products, insights and experiences that enrich lives and build business success. We make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services through innovative payment, travel and expense management solutions.
Bachelor's or Equivalent

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