Team Leader - Global Travel & Lifestyle Services - Temporary Work Assignment

This is a temporary work assignment for up to 12 months.

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.

How will you make an impact in this role?

This is a critical frontline people leadership role in our contact center, leading a team servicing our premium US Card Members in a high-volume call environment. Our dynamic Team Leaders engage daily in delivering operational excellence through call center management, data analytics, monitoring the Card Member experience, and creating an engaging colleague environment.  Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting TLS Operations to the broader company, and staying connected to world events that influence the travel industry.

Leaders create an engaging and successful environment to manage, lead and mentor a team of dedicated Travel Consultants who provide travel services to our Premium Card Members. If there’s a way to give our Card Members what they want, you’ll find it. And that means knowing how to:

• Select and onboard new hires, creating a positive experience and setting them up for success
• Encourage your team to achieve their goals at an individual and team level
• Evaluate your team’s performance, and provide consistent coaching and feedback to drive continuous improvement
• Recognize key performance indicators and build individual development and action plans that are owned and driven by the employees
• Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members
• Ensure outstanding service delivery is the main priority

Minimum Qualifications:

• A minimum of 1-year direct leadership and/or experience in mentoring, coaching, and developing a team
• A minimum of 1 year experience in a service-focused environment
• Demonstrated passion for service with the ability to resolve Card Member issues and concerns, inspiring loyalty to the brand
• Maintain resilience, composure and remain positive under pressure and always changing circumstances
• Strong consultative coaching skills with ability to confidently empower and inspire a team
• Ability to drive and measure business results
• Strong analytical skills
• Proficiency with Microsoft Excel, Word and PowerPoint
• Good time management and can effectively prioritize team workloads

Preferred Qualifications:

• Bachelor’s degree 
• Travel or hospitality industry experience, with knowledge of a GDS reservation / booking system 
• Contact center experience 

This is a temporary work assignment for up to 12 months.

AXP employees will maintain their current salary and may be eligible for a completion bonus at the end of the temporary work assignment. The completion bonus is up to 5% base salary for laterals in band and up to 10% base salary for stretch assignmen