You Lead the Way.Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success.Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day.And well 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.This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs).As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results.They will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers.They thrive in ambiguity and constantly strive for continuous improvement.They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence.Global New Accounts is a diverse, multicultural, and dynamic team.With a prime focus on delivering extraordinary customer service in all that we do, we are tasked with ensuring that the first experience customers have with American Express is one that demonstrates excellence, whilst instilling trust, loyalty and most importantly security.This position is primarily responsible for the day-to-day leadership of a group of customer care professionals servicing the German and Austrian based in Madrid.Heres just some of what youll do in this role:Driving business metrics (e.g., customer satisfaction, service levels, Outbound and Inbound call efficiency, Quality, Compliance adherence, schedule adherence, etc.)Drive key adherence to all market AML regulatory requirements working in partnership with other key functions such as Privacy, Compliance, AML, BST and Risk.Monitoring customer servicing calls to ensure flawless servicing execution / treatment, implementing call centreLeadership / floor management administrationNurture and maintain a positive and collaborative relationship with our key Business partners Ensuring adequate staffing levels to maintain service levels and employee satisfaction.Including recruiting, coaching, training and development of colleaguesProviding daily coaching to CCPManage churn / attrition of team members.Support customer satisfaction initiatives in enhancing / meeting OSAT / RTF metricsLead and maintain employee satisfaction and morale by using proactive coaching as well as reward & recognition tools availableConsistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performanceInitiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and servicesProvide leadership insight in process improvement initiativesResponsible for compliance for all processes and policies and developing quality and productivity evaluationsThe successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfactionDecision making in critical and day to day situationsSkills and Qualifications:Existing direct People Leading experience in an operational environment Proven people leader, demonstrating resilience, engagement and commitment as well as high level of autonomyProven previous experience in building relationships with customers and creating value and loyalty through the phone channelDemonstrated follow-up, coaching, performance management, team building, networking and conflict resolution skillsBeing capable of building and leveraging relationships with the Business is key in this positionProven track record to handle multiple priorities, work in a fast-paced environment and make decisions quickly while demonstrating flexibility / adaptability / personal accountabilityBuilds diverse talentCreative and dynamic thinker.Proven history of implementing development and action plans to aid in growing team member skills to drive results - builds and leverages relationshipsDrives improvements & solutionsSuccessful in previous job (high performers)Demonstrated follow-up, coaching and conflict resolution skills requiredA natural and inspirational coach - a proven motivator of peopleDemonstrated superior communication/interpersonal skillsProficient in Microsoft applications such as Word and ExcelLanguage skills German and English required + Spanish 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 Career development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
