Senior Team Leader:1210504 Description : Lead a team of up to 13 CCP's in CMMI and 5 in DMC, engaged in resolving Cardmember and internal customers q ...
Senior Team Leader:1210504
: Lead a team of up to 13 CCP's in CMMI and 5 in DMC, engaged in resolving Cardmember and internal customers queries.
: responsible for day to day functioning/administrative work including production floor management/planning of resources and manage workload effectively to drive desired productivity and quality.
: Ensure effective and accurate processing of workflow and meet KPIs / SLAs customer correspondence, case set ups and emails received.
: Deliver on all employee, customer and shareholder metrics
: Responsible for Performance Management for all direct reports including Goal setting, development planning and Performance reviews through Edge/ Career track.
: Monitor team performance in regular meetings and provide timely coaching and feedback to improve/sustain performance: including ongoing focus on SLA, case time resolution and enhancing customer experience.
: Build excellent business relationships with customer groups and support groups :ICSS, peers, CE, SET, RPC, WSLN and senior leadership including leaders in similar positions in other markets essential for process benchmarking.
: Ensure close partnership with ICSS to support successful product launches.
: Work closely with Consumer / Corporate TSC, ECU, Compliance and Risk teams to deliver on customer results.
: Ability to handle multiple tasks and projects along with BAU activities.
: Manage and control Operating Expenses to minimize per unit costs of operational activities in the unit.
: Support Demand Management Initiatives by analyzing and recommending process changes based on trends observed .
Document Management Centre
: Timely and accurate management of MR vouchers / gift dispatch. Ongoing efforts to measure and better SLA for MR voucher and gift delivery for enhancing customer experience.
: Provide ongoing report out to ICSS for MR and partner to manage stock out situations.
: Manage scanning, updating of customer queries to all departments in WS. Lead a team to effectively handle the incoming and outgoing communication to internal and external customers
: Manage vendors handling clearance of drop boxes for CM remittances and merchant submissions.
: Ensure updated process flows are maintained.
: Responsible for Vendor compliance for all key Vendors (2) under the DMC domain. Manage VSCR audits including remediation of Open items raised in the audits.
: Oversight and daily management of courier vendors as per utilization of services (courier vendors 4).
: Ongoing Vendor Governance process with quarterly reviews with the vendor at their site.
: Manage timely payouts to vendors on a monthly basis.
: Ongoing dialogue with the Ops Risk Team with updates on vendor progress/ changes to mitigate risks to American Express.
: Partner with GP to ensure all contractual agreements for key vendors are renewed before the contract dates.