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 setting.
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
• Proficient in Digital Servicing
• 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

For Internal Applicants:

- Fulfill the time in current role requirements based in band and length of continuous service. Band 28: 12 months; Band 30: 18 months

- Must not be under any type of corrective actions.

- This role may be subject to additional background verification checks.

Please note, salary increases in case of a lateral move are provided only on an exception basis and in line with compensation guidelines.
Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

📌 Team Leader-Operations (Gurugram)
🏢 American Express
📍 Gurugram