Team Leader
4 weeks ago
**You Lead the Way. We’ve Got Your Back.**
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.
**How will you make an impact in this role?**
Customer Interaction
- Establish relationships with premium customers and deliver VoCM and Sales & Revenue targets
- Evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence
- Ensure compliance to company policies and procedures accurately in order to meet the MAS requirements
Colleagues (Staff Management and Development)
- Lead, motivate and supervise a team of over 15 direct reports to ensure that all customers contacts are answered promptly, of consistent, quality, and in accordance to stipulated performance standards
- Conduct team huddles, 1:1 meetings and performance reviews with direct reports. Share recommendations and motivate individual contributors to become top performers
- Coach Consultants on their daily tasks with emphasis on customer contact center processes and systems, and achievement of individual and departmental KPIs
- Identify training and development needs of Consultant to bridge competency gaps
- Continuously enhance Consultants’ understanding and knowledge of travel and luxury products
- Encourage and guide Consultants to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service
Stakeholder Internal (Teamwork and Co-operation)
- Work closely with cross-functional teams and leaders across many levels of management to deliver positive outcomes
- To collaborate with marketing to enhance the competitiveness of the product and deliveries to maximize customer satisfaction
- Collaborate with Colleague Experience Group to manage change effectively, to recruit and retain employees
- Assume additional responsibilities and projects at the request of leadership team when needed to support the business
**Qualifications**
- Minimum of 3 years of experience in travel industry and/or concierge service industry leading a team of over 15 direct reports
- Strong background in coaching, counselling and motivating customer service teams in a Customer Contact Centre environment
- Excellent team player focused on achieving individual and team goals
- A good level of knowledge or expertise in the area of premium travel and luxury product
- Exhibits exceptional communication and problem-solving skills
- Works with cross-functional teams and leaders across many levels of management
- Successfully works in a fast-paced environment and able to multi-task and coordinate ongoing projects, plans and people development
- Exemplifies excellent work ethnic and can be trusted to work with autonomy
- Proven leadership experience, good emotional intelligence, and a strong commitment to people development
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
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 utmos
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