Job Information
American Express Team Leader – Premium Travel and Lifestyle Services in KUL, Malaysia
Description
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.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.
How will you make an impact in this role?
Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of Travel Consultants who provide an end-to-end extraordinary customer care to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of our Premium Card Members and reaching our business goals with outstanding results.
Responsibilities:
Our Team Leaders engage daily in delivering operational excellence through call center management, data analytics, monitoring the Card Member experience, and creating an engaging colleague environment. Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting TLS Operations to the broader company, and staying connected to world events that influence the travel industry.
Leaders create an engaging and successful environment to manage, lead and mentor a team of dedicated Travel Consultants who provide travel services to our Premium Card Members. If there’s a way to give our Card Members what they want, you’ll find it. And that means knowing how to:
Select and onboard new hires, creating a positive experience and setting them up for success
Inspire your team to achieve their goals through at an individual and team level
Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement
Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees
Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members
Ensure first-class service delivery is the main priority
Qua lifications:
Experience in a service oriented environment
Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand
A minimum of 2 years in direct leadership and/or experience in mentoring, coaching, and developing a team
Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
Strong consultative coaching skills with ability to confidently motivate and inspire a team
Ability to drive and measure business results
Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
Good time management and can effectively prioritize team workloads
Excellent written and verbal communication skills
Bachelor Degree is preferred
Travel or hospitality industry experience, with knowledge of a GDS reservation / Sabre booking system a plus
Contact center experience a plus
Language proficiency in English and Cantonese (both verbal and written)
This position is supporting a team of TLS Consultants. Hours of operation are 24/7 shift Monday to Sunday.
Qualifications
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 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.
Job: Operations
Primary Location: Malaysia-KUL-Kuala Lumpur
Schedule Full-time
Req ID: 24005102