American Express - Director - Customer Engagement Coaching

Job Description :

- American Express reinvented the global service experience by embracing a servicing philosophy which deepens relationships with customers. We interact with millions of customers each year and strive to make good on our promises of world-class service on every interaction. Every interaction a customer has with American Express is a moment of truth, requiring a global network of people who are empowered to address customer needs at first contact. Our team members share our passion to go beyond, who live to serve and who want to inspire extraordinary lives.

- The Customer Engagement Network (CEN) is the largest customer-facing organization in the Global Servicing Network (GSN), delivering superior customer care via voice, chat and social media to Consumer and Corporate Cardmembers across the proprietary business. It is a critical component in our vision to become the world's most respected service brand and our frontline Customer Care Professionals (CCPs) are the primary point of engagement for our customers.

- The new positions of Director, Customer Engagement Coaching, will be responsible for delivering the program of the Coaching Centre of Excellence in partnership with line operational teams in each region. This program will define, develop and execute a step change in coaching practices across the global network.

- The objectives are to ensure that our CCPs and TLs in our contact centers have consistent coaching and development support to create a culture of continuous improvement in delivering customer care.

Qualification :

- The successful candidate will be responsible for creating and leading the new coaching organization in our regions. This network will ultimately consisting of a network of over 400 coaches and leaders.

In the first year of operation, responsibilities will include :

- Lead the delivery of significant cultural change around coaching definition, approach and execution in the Global Servicing Network

- Work with a selected third party to develop a rollout schedule enabling the delivery of a training and certification process for both TLs and Customer Engagement Coaches(CECs)

- Design and manage complex regional ramp-up and backfill schedule, working closely with Recruitment, HR, CCM and planning teams

- Work with IT to implement system changes to support the new coaching model

- Partner with CEN leaders in their region to select and develop a high performing team of Customer Engagement Coaches, capable of driving significant change, and improvement in performance

- Establish team goals, measures of success, objectives, reporting, governance and responsibilities. Once the organization attains steady state, this role will continue to evolve and drive best practice across the network,Keep close to external insights by building strong industry relationships, ensuring coaching model and supporting tools remain relevant and effective

- Provide coaching expertise and continually evolve strategy through the development of effective feedback loops with line leadership, TLs, CECs and CCPs

- Lead high performing, highly engaged team at all levels of this new organization

- Ensure team at all levels meet defined objectives and goals, through effective coaching and leadership

- Ensure all team leaders within CEN receive coaching training - Identify trends in performance and escalations, providing senior leadership with timely insights and recommendations for improvement Qualifications

- Extensive knowledge of operations leadership a preference, with understanding of contact centre operating dynamics a key attribute

- Understanding of GSN and support team structure, global footprint and operating procedures preferred

- A proven leader, with experience of leading large operational and/or project teams

- Experience of leading complex projects and possesses highly developed project management skills

- Understanding of principles behind effective coaching, with a growth mindset and innovative approach

- Demonstrated ability to develop high performing teams

- Must have demonstrated ability to challenge conventional thinking and act as an agent of change, influencing effectively across organisational and geographical boundaries

- Ability to develop excellent working relationships and to influence decision making without direct authority

- Ability to create clear and concise communication and execution strategies for effective program management

- Must be adaptable to high levels of ambiguity and adept at navigating a matrix organisation