Team Leader-Operations

American Express is seeking an experienced and dynamic Team Leader for TLS Backoffice operations in Gurugram, Haryana, India. This hybrid role involves managing compliance, documentation, BCP, audit, and daily operations to ensure efficiency and accuracy. The successful candidate will lead, coach, and motivate a team of specialists to achieve performance targets and maintain high service standards. Key responsibilities include driving departmental metrics, ensuring policy adherence, monitoring compliance, leading monthly complaint oversight, and supporting risk management practices. Strong data analysis, problem-solving, and communication skills are essential for this role.

Must Have

• Effectively drive key departmental metrics
• Manage team performance, engagement, and motivation
• Ensure Governance & Policy Compliance (AEMP policy framework)
• Monitor and validate compliance with control standards
• Lead monthly complaint oversight and provide improvement recommendations
• Maintain comprehensive documentation and governance records
• Collect, organize, and analyze data using Microsoft Excel (pivot tables, charts, dashboards)
• Support accurate root cause analysis and action tracking
• Categorize controls and map against risks and processes
• Support business unit risk assessments and management practices
• Lead and motivate team members, providing coaching and development
• Oversee daily back office operations for efficiency and accuracy
• Set clear performance goals and conduct reviews
• Ensure adherence to company policies and regulatory requirements
• Resolve escalated servicing issues
• Lead and participate in back office projects
• Prepare regular reports on team performance and project progress
• Accountable for presentations to leadership and stakeholders
• Demonstrate business and operations knowledge
• Drive and support TLS business initiatives
• Graduate or equivalent with 6 years of post-qualification experience
• Strong understanding of AEMP policies, BCP, RCSA, PRSA, RDT, PRA
• Strong interpersonal skills and ability to influence
• Excellent communication skills
• Sound planning and organizing skills
• Problem solving and planning skills for continuous improvement
• Self-starter with ability to execute with minimal direction and strong attention to detail
• Ability to work in a team environment

Perks & Benefits

• Competitive base salaries
• Bonus incentives
• Support for financial well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements
• Generous paid parental leave policies
• Free access to global on-site wellness centers staffed with nurses and doctors
• Free and confidential counseling support through Healthy Minds program
• Career development and training opportunities

Work Location Options:

Hybrid

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At American Express, our culture is built on a 175-year history of innovation, shared values

and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

Description

Seeking an experienced and dynamic Team Leader to lead a team in TLS Backoffice. The successful candidate will be responsible for managing Compliance, Documentation, BCP, Audit, daily operations, ensuring efficiency and accuracy in all back office functions, and leading a team to achieve performance targets and maintain high standards of service delivery.

**Roles and Responsibilities:**

· This leader is accountable for effectively driving the following:

o Key departmental metrics as defined by leader

o Team Performance

o Stakeholder Management

o Quality and Compliance

o Colleague engagement and Motivation

· The successful candidate should be able to inspire a team of specialists to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments.

· Governance & Policy Compliance

o Business Unit Policy Adherence:

Partner with Business Unit leads and key stakeholders to ensure all intake channels and market operations are fully aligned with the governance requirements outlined under AEMP policy framework. Translate enterprise-level requirements into actionable procedures, ensuring effective implementation and documentation across markets.

o Monitor and Validate Compliance:

Conduct ongoing monitoring and reporting of activities across Intake Channels to validate compliance with established complaint management frameworks and control standards. Identify gaps or inconsistencies, coordinate with teams to close control breaks, and ensure continuous alignment with regulatory and policy expectations.

o Monthly Complaint Oversight:

Lead the monthly check-in process covering Complaint Analysis, Timely Resolution, and Quality Resolution metrics. Assess trends, emerging themes, and exceptions, consolidating insights into structured dashboards and summaries for leadership. Provide recommendations for improvement to enhance consistency, accuracy, and timeliness of complaint handling.

o Documentation and Governance Record Management:

Maintain comprehensive documentation, governance reviews, monitoring outputs, and evidence for audit readiness. Ensure all governance activities are traceable, transparent, and aligned with corporate standards.

o Continuous Improvement:

Support the identification and implementation of process enhancements within the governance and oversight model. Share insights, best practices, and lessons learned with stakeholders to strengthen the overall control environment and drive proactive risk management.

o Data Analysis & Reporting

o Collect, organize, and analyze data using Microsoft Excel and related tools to support decision-making and drive process visibility.

o Create and maintain pivot tables, charts, and dashboards to summarize and visualize large datasets for leadership review.

o Support periodic reporting requirements, highlighting trends, risks, and improvement opportunities.

o Insights & Process Improvement

o Partner with stakeholders to ensure accurate root cause analysis, follow-up action tracking, and resolution quality validation.

o Maintain data integrity and ensure accuracy in all outputs.

· Categorize controls and map against risks and processes (e.g., cross-BU process-control mapping)

· Support BU with identification of risks and spotting areas where product changes or improved controls may be required

· Translate enterprise-level requirements into actionable procedures, ensuring effective implementation and documentation across Backoffice

· Support risk management practices within the business

· Maintain risk dashboards and key risk indicators (KRIs) for ongoing monitoring

· Lead and motivate the team, fostering a positive work environment and promoting teamwork. Provide coaching, mentoring, and professional development opportunities to team members

· Oversee daily operations of the back office, ensuring tasks are completed efficiently and accurately. Monitor workflows, identify bottlenecks, and implement process improvements

· Set clear performance goals and expectations for team members. Conduct regular performance reviews, provide constructive feedback, and address any performance issues promptly.

· Ensure all back office activities adhere to company policies, procedures, and regulatory requirements. Implement quality control measures to maintain high standards of accuracy and compliance.

· Address and resolve any escalated servicing issues promptly and professionally. Ensure the team provides excellent support to internal and external customers

· Lead and participate in back office projects, ensuring timely and successful completion. Coordinate with other departments to align project goals and deliverable

· Prepare regular reports on team performance, operational metrics, and project progress. Analyze data to identify trends and make informed decisions.

· Accountable for preparation, production, delivery of presentations to leadership and stakeholders globally

· Demonstrate business and operations knowledge to attract potential opportunities

· Drive and support TLS business initiatives

**Qualifications:**

· The incumbent should be graduate or equivalent with 6 years of post-qualification experience

· Support facilitation to BUs in their risk assessments performance in addition to further assessments and testing / QA programs to ensure regulatory and internal standards are met

· Strong understanding of AEMP policies, BCP, RCSA, PRSA, RDT, PRA etc.

· Should not be on any form of counseling or action plan

· Good Knowledge of American Express and Travel & Lifestyle Service processes and systems is desirable

· Strong interpersonal skills and the ability to influence at all levels

· Excellent communication skills

· Sound planning and organizing skills

· Must possess problem solving and planning skills to facilitate and focus on continuous improvement

· Self-starter with ability to execute with minimal direction and strong attention to detail

· Ability to work in a team environment fostering teamwork and driving collective performance

· Colleagues with relevant experience or currently at people leader profile can also apply

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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, onsite or virtual 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.