Manager Operations - Madrid, España - Amex

Amex

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

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 for a Madrid based Customer Service Leader (CSL) within the Customer Engagement Network (CEN) for the French and Italy CEN Support teams and the French Chat Team based in Madrid.

This is a key role in France and Italy Global Service Group (GSG), reporting to the Director GSG France, based in Paris.

This role has responsibility for selecting, nurturing, and inspiring talented Customer Care Professionals and Team Leaders to deliver the highest levels of customer care to consumer, small business and corporate customers, over Voice and Chat channels.

The key metrics for the position reflect the accountability for delivering superior service, at the right margins through extraordinary people whilst being 'Brilliant at the Basics'.

These metrics include 'Recommend to Friend' and 'Excellent' customer satisfaction scores, as measured through voice of the customer surveys, Value Generation metrics (Messages Extended and Offer Rate) and employee engagement as measured by Colleague Experience Survey.

This position is that of a Customer First Champion, inspiring and leading Team Leaders.

A key factor in the success of the role lies in being able to manage relationships effectively, both those with direct reporting lines and those in the broader matrix of GSG and business partners.

The ability to leverage best practices from across all our servicing businesses in Madrid, Rome or Paris and globally, as well as from outside the company, will be appreciated.

Responsibilities:

Management of the French and Italian Madrid based Customer Engagement Network as part of the overall Global Service Group performance targets for Customer Servicing Teams
Building close collaboration with UK, Spanish, Italian and French Leadership teams to create a strong culture of delivering superior results and innovating to ensure future growth
Management of the Digital servicing teams in Madrid and support the partnership with Sitel in Lisbon to drive Customer Satisfaction and metrics improvement
Oversight of Toronto, night calls performances, partnership with local GOCM and leaders
Driving the Customer First culture in the function and embed the Customer First ethos in everything we do
Responsibility for the provision of consistent high service levels whilst meeting / exceeding quality and customer satisfaction goals to maintain our market differential
Problem solving with personal handling of Customer Escalations/Complaints to ensure delivery of superior service and to ensure remediation of root causes
Responsibility for ensuring the unit operates in compliance with local market legislation
Use of data analysis to plan for future resourcing requirements, including succession planning, addressing potential areas of concern, implementation of cost reduction plans and quality improvement plans
Development and execution of employee activities to ensure that American Express is viewed as the best placed to work, measured through the AXP Colleague Experience Survey (CES). Encouraging personal development and associate empowerment by supporting continuous improvement in skill levels of all team members. Passion for people and accountability for their success is essential
Selection and retention of high performing individuals and ensure robust, workable development plans are in place to enable these individuals to develop in their current roles and to grow within the organization
Implementation of a comprehensive communication strategy for all Team Members to ensure a regular flow of a 2way information and to keep the team focused on key goals
To build on the strong partnership between both CEN France and Italy locations
Shifts: Monday to Friday

Qualifications / Required skills:

Strong Management Skills and Leadership Experience in Customer Service Delivery / Call Centre Operations
Ability to coach, develop and motivate Team Leaders through formal performance management and informal coa