Team Leader-Operations

☞ Amex

View: 111

Update day: 30-05-2024

Location: Gurgaon Haryana

Category: Executive management Marketing / PR Serving / Cleaner / Maids PG / PB / Reception Event Education / Training Restaurant / Hotel / Tourism

Industry: Financial Services

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You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Purpose of the Role:
Accountable for leading a team of travel professionals providing travel and lifestyle solutions to Card Members via a telephone service center. Also responsible for coordinating and managing marketing programs and product offerings to Card Members.
Team leader will be responsible for developing and executing strategies for GO&A Ops.
Roles and Responsibilities:
Team Leaders in the American Express and Travel & Lifestyle Service work in dynamic environment.
  • This leader will be responsible for leading mid & back office to deliver on operational results and initiatives end to end from idea through to implementation whilst also leading process improvements across BAU.
  • This person is will support the global organization to implement initiatives for the TLS business.
  • This leader will be accountable for floor management, ensuring proper production levels, training, and retaining talent.
  • They will regularly communicate the status of the business, progress against goals and ensure that direct reports are well informed about issues that affect them and their customers.
  • This leader will ensure accuracy and quality of customer service through effective monitor techniques and workflow observance.
  • Drive continuous improvement of the operation and manage change effectively.
  • Should be results oriented; demonstrate enthusiasm, resilience under stress with a strong will to win.
  • This individual must be customer oriented and willing to help people.
This leader is accountable for effectively driving the following:
  • Key departmental metrics as defined by leader
  • Team Performance
  • Stakeholder Management
  • Quality and Compliance
  • Colleague engagement and Motivation
  • The successful candidate should be able to inspire a team of specialists to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments.
  • Candidate should show desire to take on additional tasks, and have flexibility in work assignments based on business needs.
  • Partner closely with key business partners to ensure successful operational results.
  • Maintain rigor on process and results year-over-year and drive changes to optimize results and customer experience.
  • Identify trends and proactively address risk areas.
  • Accountable for preparation, production, delivery of presentations to leadership and stakeholders globally.
  • Demonstrate business and operations knowledge to attract potential opportunities.
  • Develop & implement strategies aligned to annual business goals.
  • Partner with global team to implement initiatives for the TLS business.
  • Partner with Business Partners and Senior Leaders within the business to forecast operation’s needs.
  • Proactively take ownership to drive results in self and team.
  • The incumbent should be graduate or equivalent with 6 years of post-qualification experience.
  • Minimum 2+ year’s people leader experience
  • Strong understanding of travel world and transaction Lifecyle
  • Understanding and experience of net fares and revenue management will be an added advantage
  • Good Knowledge of American Express and Travel & Lifestyle Service processes and systems is desirable
  • Strong Leadership track record
  • Strong interpersonal skills and the ability to influence at all levels and excellent communication.
  • GDS knowledge and ticketing/refunds background
  • Must possess problem solving and planning skills to facilitate and focus on continuous improvement.
  • Self-starter with ability to execute with minimal direction and strong attention to detail.
  • Ability to work in a team environment fostering teamwork and driving collective performance

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected 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.
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Deadline: 14-07-2024

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