You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Exciting opportunities are now available for our Premium Travel & Lifestyle Team Manager within American Express Travel and Lifestyle Services, servicing our Centurion and Platinum Card Members.

This position requires a positive and motivating individual who can influence the dynamics of a large and diverse group. The incumbent will have experience managing people, systems and processes and be able to drive revenue and team performances.

This is an exciting position for an individual that will combine outstanding customer service skills, a strategic problem solver with a passion for enabling our people to exceed their potential. We look for highly driven, thoughtful professionals who can work at both tactical and big picture.

The ideal candidate will have a minimum of 2-3 years of experience in travel industry and/or concierge service industry leading a team of over 15 direct reports. The incumbent will be required to lead a team of travel and lifestyle consultants, drive standardization of global processes and technology, manage strategic and professional supplier relations.

Work within an organization where outstanding performance is rewarded along with career development opportunities. Join us and you’ll soon see why.

The key responsibilities for this position are as follows:
Customer Interaction

• Establish relationships with premium customers and deliver VoCM and Sales & Revenue targets
• Evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence
• Ensure compliance to company policies and procedures accurately in order to meet the MAS requirements

Colleagues (Staff Management and Development)

• Lead, motivate and supervise a team of over 15 direct reports to ensure that all customers contacts are answered promptly, of consistent, quality, and in accordance to stipulated performance standards
• Conduct team huddles, 1:1 meetings and performance reviews with direct reports. Share recommendations and motivate individual contributors to become top performers
• Coach Consultants on their daily tasks with emphasis on customer contact center processes and systems, and achievement of individual and departmental KPIs
• Identify training and development needs of Consultant to bridge competency gaps
• Continuously enhance Consultants’ understanding and knowledge of travel and luxury products
• Encourage and guide Consultants to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service

Stakeholder Internal (Teamwork and Co-operation)

• Work closely with cross-functional teams and leaders across many levels of management to deliver positive outcomes
• To collaborate with marketing to enhance the competitiveness of the product and deliveries to maximize customer satisfaction
• Collaborate with Colleague Experience Group to manage change effectively, to recruit and retain employees
• Assume additional responsibilities and projects at the request of leadership team when needed to support the business

Qualifications:

• Minimum of 2-3 years of experience in travel industry and/or concierge service industry leading a team of over 15 direct reports
• Strong background in coaching, counselling and motivating customer service teams in a Customer Contact Centre environment
• Excellent team player focused on achieving individual and team goals
• A good level of knowledge or expertise in the area of premium travel and luxury product
• Exhibits exceptional communication and problem-solving skills
• Works with cross-functional teams and leaders across many levels of management
• Successfully works in a fast-paced environment and able to multi-task and coordinate ongoing projects, plans and people development
• Exemplifies excellent work ethnic and can be trusted to work with autonomy
• Proven leadership experience, good emotional intelligence, and a strong commitment to people development

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

Additional Details:

• Location: Menara Prestige, Jalan Pinang, Kuala Lumpur.
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.
• At American Express’ discretion this position may be work from home and adjusted back to “in office” at any time.

Why American Express?

There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.