19 ene
Amex
Xico
**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.
**How will you make an impact in this role?
**
This position is of a People Leader role in the Customer Engagement Network (CEN) for Argentina & IDC, Mexico.
CEN is a global team of 10,000+ dedicated colleagues who put our customers at the center of everything they do.
**Support and Customer Experience.
**
Working outside of traditional hierarchies, the 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 by following the Customer First Principles.
Through their strong collaboration, these two Specialist Pod Leader roles work collectively to support and drive performance amongst their pods of CCPs while holistically modelling Leadership Behaviors.
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 driving a positive culture through strong leadership and effectively inspiring, motivating and influencing CCPs, creating a sense of community in your **Pod** - (a group of CCPs who will be reporting to you directly), through 121 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 development conversations.
You will also be partnering closely with other Pod Leaders, managing sensitive conversations and administrative input required of formal performance management and absence management.
**Your Specialism - Customer Experience**:You will be a passionate advocate of effective coaching,** **dedicated to driving CCP performance through coaching while** **partnering closely with other Pod Leaders.
As a Pod Leader - Customer Experience, you will work in 3-month rotations, supporting the top 90% and the bottom 10% CCPs, whilst coaching to any and all behaviors holistically including Value Generation, using LEAD coach principles to drive world-class customer service and results.
**Responsibilities**:
- Be a culture carrier who embodies Amex's Blue Box values, and cascade to others
- Help establish a growth mindset culture, and a culture of continuous learning
- Act as a _Connector Leader_ by enabling your pod to learn from new relationships in an expanded network of Pod Leaders
- 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 by taking live customer escalations and/or customer calls
- Collaborate with all Pod Leaders to react to real-time queries from CCPs, supporting them with customer conversations and escalations and/or customer calls
- Take accountability when the team under performs and assesses the team's skill levels and competencies, providing CCPs within your Pod, dedicated performance improvement plans, in partnership with Colleague and Labor Relations (CLR) as required, holding colleagues accountable for their results.
Manages absence and attendance 'end to end' for CCPs within your Pod with a supportive colleague well-being approach
- Facilitate effective return to work meetings with CCPs within your Pod returning from a leave of absence
- Conduct administrative tasks associated with formal performance and absence management plans, consistent with CEG policies and guidelines, chairing informal and formal disciplinary meetings.
Support your colleagues by picking up specialist responsibilities outside of your own when required, to ensure smooth running of operations
- Innovatively lead in a hybrid environment, promoting colleague interactions and connection to drive engagement, culture, and business
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.