Operations Team Lead

American Express; Gurugram District; Hybrid; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Medical, dental, vision, and life insurance

Flexible working model

Paid parental leave

Career development and training opportunities

Job summary

A leading financial services company in Gurugram seeks a mid-senior level Team Leader for Operations. This role involves leading a team of chat agents to deliver exceptional customer service. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and a solid understanding of performance metrics. You will coach and mentor team members, monitor service delivery, and implement strategies to enhance team performance. The company offers comprehensive benefits and a flexible working model.

Qualifications

• Excellent communication skills and customer-centric mindset required.
• Experience in leading a team, preferably in customer service.
• Strong understanding of performance metrics and key performance indicators.
• Organizational, decision-making and time-management skills.

Responsibilities

• Lead a team of chat agents to deliver exceptional customer service.
• Monitor and analyze team performance metrics.
• Foster a positive team culture and ensure quality service delivery.
• Conduct regular coaching, mentoring, and performance reviews.
• Implement strategies to improve team performance and achieve SLAs.
• Conduct regular performance reviews and set clear performance expectations for team members.
• Ensure that the team consistently meets or exceeds customer satisfaction goals.
• Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
• Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
• Facilitate clear and effective communication within the team and with other departments, when required.
• Serve as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges.
• Ensure team members adhere to company policies, procedures, and regulatory requirements.
• Identify and mitigate potential risks related to customer interactions and data security.
• A team player with a clear understanding of company's code of conduct.

Skills

Excellent communication skills

Leadership skills

Teamwork

Knowledge of performance metrics

Job description

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.

Job Title - Team Leader- Operations

How will you make an impact in this role?

As a Chat Servicing Team Leader at American Express, you will be responsible for leading a team of chat agents to deliver exceptional customer service and support. The ideal candidate will have strong leadership skills, a customer‑centric mindset, and a proven track record of driving performance and achieving key metrics. This role requires the ability to motivate and develop team members, ensure high‑quality service delivery, and contribute to the overall success of the customer service department.

Key Responsibilities

• Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service.
• Provide regular coaching, mentoring, and feedback to team members to enhance their skills and performance.
• Foster a positive and collaborative team culture, promoting a high level of engagement and morale.
• Monitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).
• Implement strategies to improve team performance and achieve service level agreements (SLAs).
• Conduct regular performance reviews and set clear performance expectations for team members.
• Ensure that the team consistently meets or exceeds customer satisfaction goals.
• Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
• Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
• Facilitate clear and effective communication within the team and with other departments, when required.
• Serve as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges.
• Ensure team members adhere to company policies, procedures, and regulatory requirements.
• Identify and mitigate potential risks related to customer interactions and data security.
• A team player with a clear understanding of company's code of conduct.

Qualifications

• Should possess excellent communication skills. Candidate with Credit Card Servicing knowledge is preferred with strong understanding of American Express policies & procedures.
• Excellent leadership skills accompanied by quick comprehension & clear articulation. Demonstrated Ability to Work Effectively Within A Team Environment Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge.
• In-depth knowledge of performance metrics.
• Organizational, decision‑making and time‑management skills.

Compliance Language

We back you with benefits that support your holistic well‑being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Support for financial‑well‑being and retirement.
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
• 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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service