Team Leader-Operations

American Express; Gurugram District; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salaries

Bonus incentives

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability benefits

Flexible working model

Parental leave

Wellness centers

Job summary

American Express is seeking a Team Leader to guide a Banking Customer Care team in a dynamic call center environment. You will coach, develop and motivate professionals handling inquiries and account maintenance.

The role requires coaching excellence, strong leadership, accountability, and the ability to drive performance, compliance, and customer-first resolution across channels. Flexible hybrid/onsite work arrangements apply.

Qualifications

• Previous experience leading and/or coaching customer care professionals required.
• Call Center leadership experience with strong banking product and operations knowledge/experience 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.

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 flawless customer experience.
• Manage Colleague Engagement & Belonging.
• Meet Compliance & Governance for all processes and policies.
• Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team.
• Define what willing looks like by consistently and effectively provide coaching and feedback to help colleagues maximize their performance.
• Decision making in critical day to day situations.
• Work flexible schedules based on business need.

Skills

Coaching

Negotiation

People management

Leadership

Accountability

Interpersonal skills

Communication

Results orientation

Customer-first resolution

Adaptability

Job description

Job Description

The Team Leader is responsible for leading a team of Banking Customer Care Professionals. The team is responsible for providing extraordinary customer care in a dynamic Banking call center operation, assisting customers with inquiries, and performing account maintenance. The Team Leader is responsible for coaching, inspiring, developing and motivating a team of Customer Care Professionals who are supporting our customers in a fast paced, structured environment.

The Team Leader is responsible for leading a team of Banking Customer Care Professionals. The team is responsible for providing extraordinary customer care in a dynamic Banking call center operation, assisting customers with inquiries, and performing account maintenance. The Team Leader is responsible for coaching, inspiring, developing and motivating a team of Customer Care Professionals who are supporting our customers in a fast paced, structured environment.

Don’t just inspire followers. Create future leaders.

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 flawless customer experience
• Manage Colleague Engagement & Belonging
• Meet Compliance & Governance for all processes and policies
• Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team
• Define what willing looks like by consistently and effectively provide coaching and feedback to help colleagues maximize their performance
• Decision making in critical day to day situations
• Work flexible schedules based on business need

Qualifications

Previous experience leading and/or coaching customer care professionals required

• Call Center leadership experience with strong banking product and operations knowledge/experience 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

Preferred Qualifications

• Previous Knowledge of the Banking Industry

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

About The Team

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:

• Competitive base salaries
• Bonus incentives
• 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.