Team Leader-Operations

American Express

About the Role

The Team Leader is responsible for leading a team of Banking Customer Care Professionals. This role involves providing extraordinary customer care in a dynamic Banking call center operation, assisting customers with inquiries, and performing account maintenance. The Team Leader will coach, inspire, develop, and motivate the team in a fast-paced, structured environment.

Key Responsibilities

• Lead a team of Customer Care Professionals pioneering the servicing of financial services and banking products.
• Manage multiple servicing channels.
• Responsible for performance management for all direct reports, including daily coaching, goal setting, development planning, and performance reviews.
• Monitor customer servicing calls & chats to ensure a flawless customer experience.
• Manage Colleague Engagement & Belonging.
• Meet Compliance & Governance for all processes and policies.
• Lead and maintain colleague engagement and morale by building a diverse & inclusive team.
• Consistently and effectively provide coaching and feedback to help colleagues maximize their performance.
• Make decisions in critical day-to-day situations.
• Work flexible schedules based on business need.

Requirements & Tech Stack

• Previous experience leading and/or coaching customer care professionals required.
• Call Center leadership experience with strong banking product and operations knowledge/experience is highly preferred.
• Excellent coaching and negotiation skills.
• Strong people management and leadership skills.
• Personal accountability.
• Proven interpersonal skills and the ability to communicate at all levels.
• Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) & customer-first resolution.
• Ability to adapt quickly to new systems and processes.
• Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy.
• Previous knowledge of the Banking Industry is preferred.