Student Veterans of America Jobs

Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

Here are a few things you should know:
  • This site is mobile friendly. You do not need a log-in or password to access information.
  • Jobs on this site are original and unduplicated and come from three sources: the Federal government, state workforce agency job banks, and corporate career websites. All jobs are vetted to ensure there are no scams, training schemes, or phishing.
  • The site is refreshed daily to remove out-of-date content.
  • The newest jobs are listed first, so use the search features to match your interests. You can look for jobs in a specific geographical location, by title or keyword, or you can use the military crosswalk. You may want to do something different from your military career, but you undoubtedly have skills from that occupation that match to a civilian job.
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Job Information

American Express Team Leader Operations in Haryana, India

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 #TeamAmex and let's lead the way together.

Purpose of the role

Our Card Members expect the best – they want personalized, VIP 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 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.

This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required

Responsibilities

Motivate, Collaborate and Inspire

  • Deliver tailored, inspirational and effective coaching to CCPs

  • 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

  • Create an environment in which the employee feels their contribution is valued in extraordinary customer service

  • 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

  • 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

  • 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.

  • Follow up on requests by leader, peers and direct reports consistently.

  • Encourage team members to own first resolution of service issues and provide the necessary coaching.

  • Encourage risk-taking and empowerment within the agreed process and standards to address customer needs.

Analyze, Communicate and Innovate

  • Analyze metrics and any issues that could affect achievement of service levels immediately.

  • 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 to provide extraordinary customer care

Qualifications:

  • Minimum 4 Years of Overall Work Experience. Minimum 2 Years Live Chat Experience in US/International market in American Express or outside Preferred

  • Team Handling & Customer service experience preferred

  • Minimum 2021 Rating of G3L3. Should not be on any form of Counselling

  • People leadership experience preferred. A natural and inspirational coach - a proven motivator of people

  • A passion for, and experience in the delivery of premium customer service

  • Proven ability to handle multiple priorities, work in a fast paced environment and make decisions quickly

  • Demonstrated superior communication/interpersonal skills

  • Effective mediator

  • Creative and dynamic thinker

  • Flexible

  • Proven ability to drive improvements in team performance

  • Proficient in Microsoft applications such as Word and Excel.

Qualifications

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, 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.

Job: Operations

Primary Location: India-Haryana-Gurgaon

Schedule Full-time

Req ID: 23000795

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