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.
This position is of a People Leader role in the Customer Engagement Network (CEN) India Team. CEN is a global team of 10,000+ dedicated colleagues who put our customers at the center of everything they do. This organisation is part of an exciting new leadership structure that is designed with career development in mind, redefining responsibilities and empowering leaders to lean into their strengths as one of two new Pod Leader roles: Operations Support & Customer ExperienceWorking outside of traditional hierarchies, these two new roles offer specialist support for Customer Care Professionals (CCPs) to deliver extraordinary service every day to American Express consumer Card Members around the world. Through their strong collaboration, these Pod Leader roles work collectively to support and drive performance amongst their pods of CCPs.
As a Pod Leader you will split your time between your Pod Leader duties and your Specialism:
Pod Leader: As a People Leader you will be creating a sense of community in your Pod - (a group of CCPs who will be reporting to you directly), through check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you’ll show your backing for your CCPs through effective career development conversations.
Your Specialism – Customer Experience: Dedicated to driving CCP performance through coaching whilepartnering closely with other Pod Leaders.As a Pod Leader - Customer Experience, you will work in 3-month rotations, supporting the top 90 percent CCPs based on your area of expertise, whilst coaching to any and all behaviors holistically, including Value Generation, to drive world-class customer service and results.
Pod Leader Responsibilities:
·Act as a Connector Manager by enabling your pod to learn from new connections in an expanded network of Pod Leaders
·Collaborate with other specialisms in close partnership and recognize where other Pod Leaders are better equipped to provide support and guidance to deliver a consistent CCP experience
·Demonstrate outstanding and approachable leadership to a group of CCPs as their designated Pod Leader
·Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process
·Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort
·Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls
·Support your colleagues by picking up specialist responsibilities outside of your own when required, to ensure smooth running of operations
Pod Leader - Customer Experience Responsibilities:
·Provide CCPs with world-class coaching that inspires and drives individual and overall performance
·Support CCPs with coaching plans that maximize their learning and development through scheduled and in-the moment interactions
·Champion regular call calibration sessions and huddles with fellow Pod Leaders, fostering a culture of peer coaching, best-practice sharing and learning
·Collaborate within the team of Pod Leader - Customer Experiences and react to real-time queries from CCPs, supporting them with customer conversations and escalations.
·Create engaging and fun huddle content for all Pod Leaders focused on common areas of opportunity
Preferred Skills & Qualifications
·Demonstrate passion and enthusiasm for coaching, with a proven ability to engage CCPs and drive performance
·Observant and attentive in identifying and determining customer service opportunities
·Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment
·Confident handling difficult conversations and taking responsibility for customer escalations
·Display personal excellence by remaining positive in difficult situations
·Superior interpersonal, communication, and collaboration skills
·Confidence to work in a hybrid environment
·Knowledge of the LEAD Coaching framework
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:
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.