American Express - Director - Travel & Lifestyle Services

American Express - Director - Travel & Lifestyle Services

Job Description:

- This job role is responsible for the leadership of the Travel & Lifestyle Services business in the India market.

- Travel & Lifestyle Services is a key partner of GNICS supporting the premium positioning of the affluent products, in particular Centurion & Platinum RCP cards, in terms of providing best in class customer experiences at sustainable economics to the organization.

- The successful candidate will be the primary point of contact for local GNICS leadership teams in India for all operational & product related matters and will manage the relationship with GNICS effectively.

- Oversee the selection and motivation of the team leaders and team members engaged in the delivery of TLS services to premium cardmembers ensuring that the service delivery in terms of overall quality and consistency is improved significantly over the next 12 months.

- Partner with the TLS Regional and International teams to transform the TLS business and manage the resulting change related processes ensuring that employees remain very engaged and that there is no reduction of service delivery as business transformation initiatives are implemented

- Achieving & exceeding customer satisfaction targets measured through VOCM. Consistently achieving service level agreements for customer contacts 24/7/365

- Developing and implementing service processes that enhance customer satisfaction

- Day to day accountability for the performance of the department

- Ensuring that the RM, Travel & Lifestyle teams are resourced, trained, equipped and motivated to consistently deliver the highest levels of service to our cardmembers.

- Driving travel sales and revenue growth, matched to cardmember needs, which delivers positive sustainable economics to the business whilst ensuring that financial targets and controls are met

- Partnering with internal Amex and third party operations and suppliers to create memorable experiences and flawless service execution.

- Developing and implementing strategic servicing plans for the future role of TLS aligned with the GNICS premium product strategy

- Speaking with card members as the Head of Travel & Lifestyle services

- Acting as an ambassador for the premium brand and an escalation point where required for complaint resolution.

- Identifying business transformation initiatives through the analysis of internal and external data that can increase revenues and reduce expenses

- Representing TLS on cross business project teams and working groups as required in Local, Regional & Central TLS Teams.

- Developing a talent strategy to retain high performing individuals and ensure robust development and succession plans are in place.

- Managing employee activities to ensure that TLS and Amex is viewed as a top employer through employee surveys and external recognition

This role may be subject to additional background verification checks.

Qualifications :

- Outstanding knowledge of the premium servicing business processes from a Card and Travel perspective

- Travel business background and working knowledge an advantage

- Excellent interpersonal and relationship management skills

- Excellent oral and written communication skills

- Strong analytical and problem solving skills

- Demonstrated leadership to drive results in a diversified environment and in the area of influencing others to ensure key projects are fully executed at local market level.

- Personal accountability, a strong desire to win and high level of personal credibility among the TLS & GNICS J/APA leadership teams.

- Ability to collaborate with and influence internal and external partners.

- Highly organized, proactive attitude and able to work under pressure and tight deadlines