Team Leader - Operations

You Lead the Way. We ve Got Your Back.

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.

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.

How will you make an impact in this role?

Lead a team of 13 to 17 colleagues supporting servicing of prepaid products

Manage and report performance metrics around the health of the processes

Lead the creation of process documentation, i. e. , procedures, job aids and process maps

Deep dive into processes to identify efficiency opportunities and mitigate risks if any

Strong analytical skills to identify efficiencies and drive process improvements across all functions

Foster an ALL in CULTURE environment of a Customer First mentality to improve the customer and colleague experience

Reviewing refund claims entered in by Analysts to determine if refund info is valid and can be processed

Support as business to complete call Quality evaluations for both Paper and Plastic product

Support and coach Band 28s servicing customer and merchants for prepaid products

Ensure monitoring of service levels in line with laid out guidelines.

Minimum Qualifications:

Post Graduate / Graduate with 2 - 3 yrs. of experience

Strong organizational skills and proven ability to prioritize and manage multiple tasks

Interact cross-functionally and drive results

Work in a 24*7 work environment

Identify the root cause of a system or process breakdown

Ability to ensure accuracy in all deliverables and independently oversee daily operations with adherence to business requirements and process controls

Flexibility in response to changing circumstances

Resolves and/or escalates issues in a timely fashion

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 opportunities