Team Leader – Global Fraud & New Accounts
American Express
Gurgaon, Haryana
About American Express

American Express is a global services company that provides consumers and businesses with exceptional access to products, insights and experiences that enrich lives and build business success.

We make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services through innovative payment, travel and expense management solutions.

Working at American Express

Experiences That Back You

What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours. We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.

Reasons to Believe

An iconic global brand, where you can grow as a leader
Meaningful and rewarding work that is performed with integrity
A culture of learning in collaboration with great colleagues and leaders
A unique career journey shaped by your talent and curiosity
Support and trust to thrive in your career and life

The Powerful Backing™ of American Express.

Functional Description:
Our Customers expect the best, they want personalized service and they want it delivered consistently. At American Express we want to provide the ultimate experience in service, meeting the unique needs of our members and exceeding their expectations in every interaction. Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results. This exciting Team Leader role is the coach to a team of highly skilled and motivated Account Protection Specialists (APSs). 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.

Purpose of the Role:
Lead, coach and develop a team of Accounts Protection Specialists
Deliver tailored, inspirational and effective coaching
Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions
Inspire and motivate team members to have a passion to serve
Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
Ensure adequate staffing levels to maintain service levels and employee satisfaction
Liaise with the Talent Acquisition team to manage end to end hiring process and conduct personal interviews to on-board eligible applicants
Participate in the selection, training and development of high performing and highly engaged team members
Lead and maintain employee satisfaction and engagement by using reward and recognition tools available
Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment
Build talent pipeline by identifying staff with high potential for succession planning and coaching
Ensure appropriate operational controls are in place and maintained on an ongoing basis.
Ensure that daily volumes are worked in a timely manner, in full compliance with risk management and financial policies, and compliance requirements.
Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency
Understand drivers of customer experience, and collaborate with Risk Management, Quality and Training departments to develop and execute plans to improve Customer Satisfaction metrics
The incumbent will be responsible for developing and executing fraud operational strategy to maximize effectiveness and production efficiencies

Responsibilites:
Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Sales point rate, Average handling time, Profitability, Schedule adherence, etc.
Monitor customer servicing chats, and identifying opportunities to ensure flawless servicing
Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
Ensure compliance for all processes and policies
Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.
Plan, and prepare for daily coaching activities to develop and motivate individuals
Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers.
Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges.
Use communication and role modeling to ensure all team members understand clearly what behaviors are required.

Critical Factors to Success:
Challenge your team to ‘raise the bar’ and drive continuous improvement
Build talent pipeline by identifying staff with high potential for succession planning and coaching
Ensure appropriate operational controls are in place and maintained on an ongoing basis.
Ensure that daily volumes are worked in a timely manner, in full compliance with risk management and financial policies, and compliance requirements.
Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency
Effectively manage operational issues, concerns, negotiations, performance results and relationships
Achieve high levels of employee engagement and motivation

Qualifications

Academic Background:
Graduate (Bachelor’s Degree from a recognized institute)

Knowledge of Platforms:
Basic computer proficiency required
Process Improvement & Project Management skills will be an added advantage

Behavioral Skills/Capabilities:
Enterprise Leadership Behaviors

Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

ReqID: 19019701
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 15, 2019, 9:49:57 AM