Team Leader - Service-1 - Full-time

Manages the day-to-day activities for a specific team in the Operations Center in one of several departments (e.g., Cardmember Services and Banking,Collections, Security and New Accounts) to drive business results and ensure productivity goals are exceeded. Develops, coaches, trains andevaluates employees; may be responsible for staffing and scheduling. Also responsbile for supporting Company, Department and Center goals andinitaitives through implementation of directives, policies, procedures, quality standards, and process improvements.Develops employees and team-Creates a positive and engaged work environment by building trust and empowering and motivating team members-Develops, promotes, and maintains collaborative working relationships among team members, and proactively addresses potential issues/conflicts-Retains, motivates and recognizes employees-Mentors, develops and trains new and existing employees, leading by example and demonstrating best practices-Proactively coaches employees and finds both formal and informal opportunities to share experience, expertise and knowledge-Tailors coaching and development to employees, providing specific and actionable recommendations-Provides regular and scheduled feedback on job performance-May serve as a mentor to, and benchmarks with, peers to share knowledge and successful practices-Rapidly assimilates and integrates new members to the teamManages business operations and results-Manages team performance to achieve or exceed established goals, proactively monitoring daily activities of direct reports-Implements and executes established business strategies-Works with management to develop team goals-Holds self and others accountable for achieving results, following processes and delivering high standards of accuracy and efficiency in workperformed-Manages workflow by delegating and re-assigning work activities to team members-Communicates changes in work activities and priorities to employees-Assists team in adjusting and responding to change, maintaining personal and team work effectiveness during changing or ambiguous situations-Analyzes information such as performance metrics, data, outputs and reports, and communicates relevant information-Recommends improvements to processes and procedures to improve overall performance, results, and customer experience-Solicits feedback from direct reports on how to improve processes and procedures-Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal lawsManages customer related activities-Provides guidance, direction and feedback to employees on handling of difficult customer issues-Helps resolve challenging customer issues, and uses discretionary authority to approve exceptions to procedures to resolve escalated customerissues-Monitors customer feedback on a regular basis and escalates as appropriate-Models expected behaviors to reinforce the customer experience-Reviews drafted and published work for quality, simplicity, and compliance of regulatory requirementsManages personnel actions and activities-Assists in the selection of employees-Evaluates performance and conducts performance reviews-Recommends promotions, transfers, and salary increases-Documents coaching, counseling and corrective action of direct reports-Performs general administrative duties-Performs general administrative tasks, e.g., timekeeping-Maintains and updates working files-Assists with additional/special projects as needed-Manages projects as requested from HQs and management-Assists in managing the Annual Review process and copy approvals of all procedures and website content

Qualifications

Manages the day-to-day activities for a specific team in the Operations Center in one of several departments (e.g., Cardmember Services and Banking,
Collections, Security and New Accounts) to drive business results and ensure productivity goals are exceeded. Develops, coaches, trains and
evaluates employees; may be responsible for staffing and scheduling. Also responsbile for supporting Company, Department and Center goals and
initaitives through implementation of directives, policies, procedures, quality standards, and process improvements.
Develops employees and team
-Creates a positive and engaged work environment by building trust and empowering and motivating team members
-Develops, promotes, and maintains collaborative working relationships among team members, and proactively addresses potential issues/conflicts
-Retains, motivates and recognizes employees
-Mentors, develops and trains new and existing employees, leading by example and demonstrating best practices
-Proactively coaches employees and finds both formal and informal opportunities to share experience, expertise and knowledge
-Tailors coaching and development to employees, providing specific and actionable recommendations
-Provides regular and scheduled feedback on job performance
-May serve as a mentor to, and benchmarks with, peers to share knowledge and successful practices
-Rapidly assimilates and integrates new members to the team
Manages business operations and results
-Manages team performance to achieve or exceed established goals, proactively monitoring daily activities of direct reports
-Implements and executes established business strategies
-Works with management to develop team goals
-Holds self and others accountable for achieving results, following processes and delivering high standards of accuracy and efficiency in work
performed
-Manages workflow by delegating and re-assigning work activities to team members
-Communicates changes in work activities and priorities to employees
-Assists team in adjusting and responding to change, maintaining personal and team work effectiveness during changing or ambiguous situations
-Analyzes information such as performance metrics, data, outputs and reports, and communicates relevant information
-Recommends improvements to processes and procedures to improve overall performance, results, and customer experience
-Solicits feedback from direct reports on how to improve processes and procedures
-Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws
Manages customer related activities
-Provides guidance, direction and feedback to employees on handling of difficult customer issues
-Helps resolve challenging customer issues, and uses discretionary authority to approve exceptions to procedures to resolve escalated customer
issues
-Monitors customer feedback on a regular basis and escalates as appropriate
-Models expected behaviors to reinforce the customer experience
-Reviews drafted and published work for quality, simplicity, and compliance of regulatory requirements
Manages personnel actions and activities
-Assists in the selection of employees
-Evaluates performance and conducts performance reviews
-Recommends promotions, transfers, and salary increases
-Documents coaching, counseling and corrective action of direct reports
-Performs general administrative duties
-Performs general administrative tasks, e.g., timekeeping
-Maintains and updates working files
-Assists with additional/special projects as needed
-Manages projects as requested from HQs and management
-Assists in managing the Annual Review process and copy approvals of all procedures and website content
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.