Date: Jan 20, 2014
Location: New York, NY, US
Customer Service Manager, Global Business Travel - NY, NY-14000661
Description
Choose a career at American Express and you choose a company with a 150-year history of integrity and a demonstrated commitment to the future of its employees. Known around the world as one of the most successful financial services businesses, a leading consumer brand, a gold standard in customer satisfaction, and one of the best places to work - American Express is interested in getting to know you.
This exciting position in American Express Global Business Travel will be a key leadership role in helping us achieve our vision to deliver best in class industry leading customer experience to our business travelers in a dedicated environment within the onsite organization. The successful candidate will also ensure that all operations and customer service issues are resolved to the customer’s satisfaction and within American Express policy. The Manager will lead and manage change, coaching the dedicated team to successfully fulfill their responsibilities, along with creating a culture of employee engagement and personal accountability. Additional responsibilities include, but are not limited to analyzing monthly financial reports, employee satisfaction and retention, ad hoc business projects, and implementing strategic initiatives.
· Primarily responsible for the leadership and development of a team of operational Team Leaders, their Travel Counselors, and support staff.
· Work in partnership with the customers and American Express Client Management teams to deliver on the promise of the American Express Brand.
· Manage the operations and virtual team by driving achievement of contracted Service Level Agreement performance targets, including Traveler Arranger Satisfaction, Reservation Accuracy, Customer Service response times, and telephone service factor goals.
· Ongoing management of virtual servicing teams and development of operational procedures that streamline the operation and enable teamwork and quality service for all customers.
· Track performance against plans and establish systems and processes to drive predictable outcomes in a consistent manner.
· Work with defined technology to ensure both technical and other support mechanisms are in place to secure operational capability.
· Partner with resources in Work force Management, Technology, Human Resources etc to fully leverage support from available resources
· Demonstrate a clear understanding of the key drivers in business travel financials and champion various programs to drive success and optimization for American Express and the customer.
· Actively support American Express and customer specific supplier programs to drive maximum savings by ensuring full understanding and knowledge of the travel program.
Qualifications
The successful candidate will be able to demonstrate high proficiency across the American Express leadership competencies. This candidate will have a history of delivering balanced results among the employee, customer, and shareholder constituencies. Demonstrating accountability and ownership for these results is also required.
· Outstanding Communication Skills: excels in effective and positive communications; ability to inspire, motivate, and engage employees; demonstrated ability to diffuse difficult situations; ability to convey compelling information both in the written and verbal form as necessary to a variety of different audiences; listens and responds appropriately to others
· Superior Relationship Acumen: ability to collaborate effectively, influence with and without authority, establish and maintain boundaries related to the service we provide clients, proactively anticipate and address the needs of internal and external business partners
· Ability to Develop Exceptional Talent: demonstrated ability to be a leader of leaders providing ongoing coaching and feedback; ability to review work and evaluate the performance of others, and to develop employees along the way
· Analytical Approach: ability to analyze complex information and identify the most relevant details; structured, organized, and strategic method for problem solving; assesses information from many angles to drive culture of continuous improvement
· Travel industry experience is required
· Minimum of 2-3 years in a travel operations leadership role or similar experience is required
Due to the business needs, the candidate must be flexible to work various shifts between 8:30am-9pm EST. This will be a hybrid position working onsite 2-3 days per week.
Axcess@Home Requirements:
- Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
- Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
- Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
- Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
- High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP’s are permitted)
- Dedicated and separate analog landline phone for training and production calls (no VOIP – voice over internet protocol)
Job: Operations
Primary Location: US-New York-New York
Schedule: Full-time
Job Segments: Service Manager, Customer Service, Telecom, Network, Telecommunications, Technology
Description
Choose a career at American Express and you choose a company with a 150-year history of integrity and a demonstrated commitment to the future of its employees. Known around the world as one of the most successful financial services businesses, a leading consumer brand, a gold standard in customer satisfaction, and one of the best places to work - American Express is interested in getting to know you.
This exciting position in American Express Global Business Travel will be a key leadership role in helping us achieve our vision to deliver best in class industry leading customer experience to our business travelers in a dedicated environment within the onsite organization. The successful candidate will also ensure that all operations and customer service issues are resolved to the customer’s satisfaction and within American Express policy. The Manager will lead and manage change, coaching the dedicated team to successfully fulfill their responsibilities, along with creating a culture of employee engagement and personal accountability. Additional responsibilities include, but are not limited to analyzing monthly financial reports, employee satisfaction and retention, ad hoc business projects, and implementing strategic initiatives.
· Primarily responsible for the leadership and development of a team of operational Team Leaders, their Travel Counselors, and support staff.
· Work in partnership with the customers and American Express Client Management teams to deliver on the promise of the American Express Brand.
· Manage the operations and virtual team by driving achievement of contracted Service Level Agreement performance targets, including Traveler Arranger Satisfaction, Reservation Accuracy, Customer Service response times, and telephone service factor goals.
· Ongoing management of virtual servicing teams and development of operational procedures that streamline the operation and enable teamwork and quality service for all customers.
· Track performance against plans and establish systems and processes to drive predictable outcomes in a consistent manner.
· Work with defined technology to ensure both technical and other support mechanisms are in place to secure operational capability.
· Partner with resources in Work force Management, Technology, Human Resources etc to fully leverage support from available resources
· Demonstrate a clear understanding of the key drivers in business travel financials and champion various programs to drive success and optimization for American Express and the customer.
· Actively support American Express and customer specific supplier programs to drive maximum savings by ensuring full understanding and knowledge of the travel program.
Qualifications
The successful candidate will be able to demonstrate high proficiency across the American Express leadership competencies. This candidate will have a history of delivering balanced results among the employee, customer, and shareholder constituencies. Demonstrating accountability and ownership for these results is also required.
· Outstanding Communication Skills: excels in effective and positive communications; ability to inspire, motivate, and engage employees; demonstrated ability to diffuse difficult situations; ability to convey compelling information both in the written and verbal form as necessary to a variety of different audiences; listens and responds appropriately to others
· Superior Relationship Acumen: ability to collaborate effectively, influence with and without authority, establish and maintain boundaries related to the service we provide clients, proactively anticipate and address the needs of internal and external business partners
· Ability to Develop Exceptional Talent: demonstrated ability to be a leader of leaders providing ongoing coaching and feedback; ability to review work and evaluate the performance of others, and to develop employees along the way
· Analytical Approach: ability to analyze complex information and identify the most relevant details; structured, organized, and strategic method for problem solving; assesses information from many angles to drive culture of continuous improvement
· Travel industry experience is required
· Minimum of 2-3 years in a travel operations leadership role or similar experience is required
Due to the business needs, the candidate must be flexible to work various shifts between 8:30am-9pm EST. This will be a hybrid position working onsite 2-3 days per week.
Axcess@Home Requirements:
- Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
- Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
- Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
- Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
- High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP’s are permitted)
- Dedicated and separate analog landline phone for training and production calls (no VOIP – voice over internet protocol)
Job: Operations
Primary Location: US-New York-New York
Schedule: Full-time
Job Segments: Service Manager, Customer Service, Telecom, Network, Telecommunications, Technology
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