Team Leader-Operations

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 underAEMP 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 acrossIntake Channelsto 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 coveringComplaint Analysis,Timely Resolution, andQuality Resolutionmetrics. 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 usingMicrosoft Exceland related tools to support decision-making and drive process visibility.

o Create and maintainpivot tables,charts, anddashboardsto 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 Maintaindata integrityand 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

• 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