Team Leader (Singapore Travel & Lifestyle)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.
How will you make an impact in this role?
Customer InteractionEstablish relationships with premium customers and deliver VoCM and Sales & Revenue targets
Evaluate customers' complaints and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence
Ensure compliance to company policies and procedures accurately in order to meet the MAS requirements
Colleagues (Staff Management and Development)Lead, motivate and supervise a team of over 15 direct reports to ensure that all customers contacts are answered promptly, of consistent quality, and in accordance to stipulated performance standards
Conduct team huddles, 1:1 meetings and performance reviews with direct reports.
Share recommendations and motivate individual contributors to become top performers
Coach Consultants on their daily tasks with emphasis on customer contact center processes and systems, and achievement of individual and departmental KPIs
Identify training and development needs of consultant to bridge competency gaps
Continuously enhance Consultants' understanding and knowledge of travel and luxury products
Encourage and guide Consultants to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service
Stakeholder Internal (Teamwork and Co-operation)Work closely with cross-functional teams and leaders across many levels of management to deliver positive outcomes
Collaborate with marketing to enhance the competitiveness of the product and deliveries to maximize customer satisfaction
Collaborate with Colleague Experience Group to manage change effectively, to recruit and retain employees
Assume additional responsibilities and projects at the request of leadership team when needed to support the business
Qualifications
Minimum of 1 year of experience in travel industry managing booking platform (e.g., Sabre 360) and/or concierge service industry leading a team of over 15 direct reports
Strong background in coaching, counselling and motivating customer service teams in a Customer Contact Centre environment
Excellent team player focused on achieving individual and team goals
A good level of knowledge or expertise in the area of premium travel and luxury product
Exhibits exceptional communication and problem-solving skills
Works with cross-functional teams and leaders across many levels of management
Successfully works in a fast-paced environment and able to multi-task and coordinate ongoing projects, plans and people development
Exemplifies excellent work ethic and can be trusted to work with autonomy
Proven leadership experience, good emotional intelligence, and a strong commitment to people development
Benefits
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 or onsite 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.#J-18808-Ljbffr