Team Leader-Operations

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Business Blueprint & Banking Team Leader will be responsible for leading a team of 10-15 Customer Care Professionals. The team is responsible for assisting customers with account and product inquiries and performing account maintenance on-line deposit products offered by American Express National Bank.The Operations Team Leaders will provide support, direction and motivating the customer care professionals in a fast paced, structured environment.

Not just what you can expect, what you can count on.

There’s always a risk in pursuing a new job, but we strive to state expectations and responsibilities clearly. As a Banking & Business Blueprint Team Leader you will:

Lead with a Customer First focus. Keep things easy and simple for our customers. Recognize, know, and value our customers. Own and solve customer issues while balancing the risk to the business and the brand. You will coach and develop a team of individuals dedicated to support customer request and reviewing cases from alerts and customer requests . Identify and coach development needs with team members through skill level evaluation, job performance feedback, and performance appraisals.Using the Customer First model monitor quality service to customers by providing consistent feedback, problem solving and goal setting.

Responsibilities include, but are not limited to:

• Lead a team of 10-15 CCPs servicing all Business Blueprint and Banking products.

• Manage all team workloads to manage completed within defined SLA’s

• Goal setting, Performance reviews, training, and development of direct report

• Meet Compliance & Governance for all processes and policies

• Lead and maintain Colleague Engagement and morale through building a diverse & inclusive team

• Define what winning looks like by consistently and effectively providing coaching and feedback to help colleagues maximize their performance

• Decision making in critical day to day situations

Qualifications:

· Drive first principles as per GSG principles

· Strong analytical skills that drive and deliver on all KPI’s

· Must have demonstrated exceptional leadership skills in an operations environment

· Must demonstrated developing and coaching teams using leadership models and/or coaching techniques

· Goal setting, Performance reviews, training and development of direct report

· Meet Compliance & Governance for all processes and policies

· Ability to analyze situations, negotiate and use the need to speed model to make decisions in a fast-paced environment

· Have a mindset of innovation with a mindset of streamlining internal process for greater speed and agility using Enterprise Thinking

· Proven interpersonal skills and the ability to communicate at all levels.

· Excellent written and oral communication, interpersonal and conflict resolution skills

· Ability to instill in others the highest level of integrity when dealing with customers, employees and shareholders

· Strong organizational and detail-oriented skills with the ability to manage multiple priorities while meeting deadlines under pressure

· Strong computer skills, including proficiency in Excel, Word, and LexisNexis

·3 or more years of banking experience (Preferred)

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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