Team Leader - Operations | Customer Experience (Temporary Work Assignment)

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.

Go above and beyond at a company that sets the standard for customer-first service.

As a Pod Leader you will split your time between your Pod Leader duties and your Specialism:

Pod Leader: As a People Leader you will be creating a sense of community in your Pod - (a group of CCPs who will be reporting to you directly), through 121 check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you’ll show your backing for your CCPs through effective development conversations. You will also be partnering closely with other Pod Leaders, managing sensitive conversations and administrative input required of formal performance management and absence management.

Your Specialism – Customer Experience Coach:

Dedicated to driving CCP performance through coaching while partnering closely with other Pod Leaders. As a Pod Leader - Customer Experience Coach - you are coaching to any and all behaviors holistically including Value Generation, using LEAD coach principles to drive world class customer service and results.

Pod Leader Responsibilities:

• Act as a Connector Manager by enabling your pod to learn from new connections in an expanded network of Pod Leaders
• Collaborate with Customer Experience in close partnership and recognize where other Pod Leaders are better equipped to provide support and guidance to deliver a consistent CCP experience
• Demonstrate outstanding and approachable leadership to a group of CCPs as their designated Pod Leader
• Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process
• Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort
• Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls
• Provide CCPs within your Pod dedicated performance improvement plans, in partnership with Colleague and Labor Relations (CLR) as required 
• Manage absence and attendance ‘end to end’ for CCPs within your Pod with a supportive colleague well-being approach
• Facilitate effective return to work meetings with CCPs within your Pod returning from a leave of absence 
• Conduct administrative tasks associated with formal performance and absence management plans, consistent with CEG policies and guidelines. chairing informal and formal disciplinary meetings
• Support your colleagues by picking up specialist responsibilities outside of your own when required, to ensure smooth running of operations 

Pod Leader – Customer Experience Responsibilities:

• Collaborate with Operations Support in close partnership during coach matching to recognize where other Customer Experience Leaders are best equipped to provide support and guidance to deliver a consistent CCP experience
• Provide CCPs with world-class coaching that inspires and drives individual and overall performance in KPIs across to all CCPs using LEAD coaching principles
• Provide dedicated help and support coaching to all CCPs across Pods to help improve their performance and maximize their learning and development