Team Leader - Specialized Process Management - Global CoE

• Oversees the planning, execution and delivery of Projects ensuring they meet the objectives and timelines.
• Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements. Ensures that Standard Operating Procedures are followed by all team members to ensure consistency and accuracy.
• Support Implementation of Specialized Process Management processes across customers and regions
• Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
• Perform and maintain all administrative team tasks and ensure all data bases are up to date.
• Creates and encourages a positive and open work environment to improve quality of work life.
• Monitors, tracks, and reports on performance against service level goals and benchmarks.
• Be actively involved in Action Planning for Employee engagement Survey.
• Liaise with the stakeholders and business partners for new hire training plans, performance, and feedback.
• Resolves problems and removes obstacles through interaction with other functional departments.
• Develops partnerships and work collaboratively with multiple contacts within Account Management and Operations team.

• Excellent communication skills in English (spoken and written) to support global teams and potentially clients and suppliers.
• Graduates with at least 10 years of work experience and 3-5 years of experience in managing a team in process management domain supporting global customers.
• Experience in leading multiple projects from initiation to completion using Project management methodologies.
• Ability to lead a Team and work collaboratively. Prior experience in Team management / supervisory position is preferred.
• Customer service excellence.
• Reasonable proficiency in MS Office productivity tools such as Excel.
• Experience working in the Event Management industry a plus.
• Must be willing to work virtually and in shifts

American Express