Team Leader-Operations (Amex Assurance)

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. 

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt, and take risks. What has remained consistent throughout the years is our dedication to our customers, to our colleagues, and the values on which American Express was built: Integrity, Quality, Respect and Community.

Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team and foster exceptional business results.

American Express is one of the most respected brands around the world. Our open, creative, and collaborative culture is truly why we have regularly win the best workplace awards. If you’re ready to take on a challenge, make an impact and want to continue to grow your career, American Express is the place to be.

Responsibilities:

• Deliver tailored and effective coaching to a group of phone Customer Care Professionals.
• Conduct regular coaching sessions to observe individual performance and provide clear actionable feedback in one-to-one sessions.
• Inspire and motivate colleagues to have a passion to serve, own customer related challenges and encouraging team members to seek resolution for our customers.
• Create an environment in which all team members feel their contribution is valued and heard.
• Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
• Empower team members to own first resolution of service-related challenges.
• Ensure adequate staffing levels and partnering with the Director to ensure the strong support of our inbound servicing levels.
• Participate in the selection, training and development of high performing and highly engaged colleagues.
• 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.
• Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, and Inventory expectations. 
• Ensure our colleagues remain compliant in our policies and/or procedures.