• American Express - Relationship Manager/Team Leader - Card Service Operations Jobs in Gurgaon,India

  • American Express
  • Save Job
  • 2 - 5 Years
  • Posted : above 1 month

Job Description:

Function Description

- Manage the RM and/or DTA teams to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience

Purpose of the Role

- Manage the RM and/or DTA team to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience


- To deliver the Centurion Product Strategy to retain high value CMs and significantly increase Centurion card spend +Travel & Concierge Service Engagement

- To manage face to face & telephonic (call center) Relationship Management for High Value Centurion customers The team will provide Travel & Lifestyle Benefits and Services to customers

- To demonstrate excellent People Leadership and Customer Relationship skills & experience as well as having the ability to drive exceptional and seamless service to GNICs high value CMs

- To be a key member of the TLS leadership team and collaborate across the TLS & GNICS teams as well as number of business partners to deliver our business priorities

- This role leads a team of Relationship Managers and/or DTAs who provide personalized service to our high value Centurion CMs

- Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personalised service to Centurion CMs

- Establish personal connect & build rapport with Centurion CMs

- Ensure adherence to controls and compliance policies

- Develop the RM service model, manage high profile CMs, and act as complaint escalation contact

- Sustain shareholder return by maintaining the balance of service provided against the cost of operating the services

- Recruit, develop, retain, and motivate a talented team of Relationship Managers & DTAs to deliver excellent customer experience

- Ensure smooth operations between the RM & DTA teams

- Liaise and follow-up with AXP stakeholders to get CMs issues/requests solved

- Partnering with GNICS to ensure RM team delivers top-notch, proactive service thru relevant benefits and value proposition

- Identify & implement Business Transformation initiatives (through clear evaluation of internal and external data and research) in partnership with GNICS and other business partners

- Partner with internal American Express and third party operations and suppliers to create memorable experiences and flawless service execution to create Centurion CMs advocates Lead and support key business activities and projects as requested

- Collaborate with GNICS and TLSi leadership to define RM local strategy


Critical Factors to Success

Business Outcomes

- Understand Centurion CMs Portfolio & Centurion Value Proposition to define proactive service and sales tactics

- Achieve /exceed customer satisfaction targets measured through VoCM Consistently achieve service level agreements & metrics

- Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data)

- Develop and implement service processes that enhance customer satisfaction

- Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met

Leadership Outcomes

- Put enterprise thinking first, connect the roles agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders

- Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings

- Demonstrate learning agility, make decisions quickly and with the highest level of integrity

- Lead with a digital mindset and deliver the worlds best customer experiences every day

Past Experience

- Ideally with a strong Travel, Luxury sector and Relationship Management background A fundamental knowledge of Card Service dynamics

- A good understanding of Call Centre Operations with Technologies / Processes which drive successful Telephone Service Operations

- Must have a mix of General Management skills, People Leadership, Customer Experience, Financial Management, which enable him/her to deliver an RM Portfolio & Servicing Strategy for Centurion CMs

Academic Background Graduate/ Postgraduate + Diploma in Travel Or Hotel Management

Functional Skills/Capabilities

- Strong understanding of Centurion value proposition and Centurion CM base

- Understanding of payments/market /travel landscape

- Understand customer experience and work on driving customer satisfaction scores

- Collaborate with GNICS and TLS leadership to define RM local strategy

- Understanding of financial basics including P&L

Technical Skills/Capabilities

- GDS platform -Sabre

- CRM tools/ PSP

Knowledge of Platforms

- MS office suits (Excel, Word, Powerpoint, Access)

Job type- Permanent

Industry Type - Travel

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Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 21st Jan 2020

Key Skills:

Company Profile:

Not Mentioned

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