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 Team Amex and let's lead the way together. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex. How will you make an impact in this role? We seek creative and innovative people, who are willing to join us in the challenges of the business and are committed to providing superior service. In this opportunity the company is looking for a Team Leader - Know Your Customer(KYC) to perform in the Global Services Group business unit of American Express. Main Responsibilities: Continuously seek creative ways to improve the assigned process. Provide coaching and feedback to the team. Motivate Customer Care Professionals (CCP) by recognition and reward programs. Promote and support team development. Monitor and improve performance of staff members according to established standards. Monitor and improve performance of processes under scope of responsibility. Make hiring decisions and conduct monthly performance appraisals. Conduct regular team meetings. Arrange timely training for CCPs as appropriate. Proactively solve problems and provide timely resolution to ensure minimal impact to customers and employee satisfaction. Identify course of action for problems resolution and effectively communicate plans to those impacted. Drive process improvement working as a team with support teams by using the information and tools available. Minimum Qualifications: Advance written and oral English knowledge (a Must). Knowledge of Customer Fulfillment Network, CMMI/KYC process is a plus. Excellent communication skills. Data analytics and agile methodologies knowledge is a plus. Analytical thinking to evaluate and assimilate data from different sources in order to identify trends, enabling structured decision making either to resolve problems or move forward. Detailed knowledge of Customer Service and Card Operations. Ability to communicate at all levels of the organization. Organization, planning and multitasking. Demonstrated driving results. Flexibility to work in a shift environment which may include evenings and weekends. Previous experience successfully leading and motivating teams. Ability to build relationships with direct reports and treat employees fairly based on individual circumstance and need. 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.
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