American Express

Team Leader-Operations

Posted On

Aug. 8, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Sept. 14, 2025

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Global New Accounts:

At GNA we review and approve the applications for new customers and existing customers. We provide one touch solution to US Customers. We are a team of 150+ CCP’S delivering extra ordinary customer service since we are the first face of the organization. We work inbound and outbound both.

Purpose of the Role:

Deliver tailored, inspirational and effective coaching to CCPs
Motivate, Collaborate and Inspire
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, Average handling time, Schedule adherence, etc
Monitor customer servicing calls, 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

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

Shift Timing

Shift Timings – would be required to work in a 24*7 environment dependent on business needs. As this will be rotational shifts, the successful candidate will be rostered to work on week days or week ends and shift could start from 4:30 PM IST to 2:30 AM IST

Academic Background:

Graduate

Eligibility:

The applicant should be tenured for a minimum of 18 months at Band 30 or 12 months at Band 28 in the current role as on the date of application deadline.
The applicant should not be on level 2 or above PIP at the time of applying. The applicant should have a performance rating of G3L3 or better in the last review.

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 opportunities

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.

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