**Description** At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **How will you make an impact in this role?** + Mentor and support the Team Leader on leading group + Implement process + Manage churn / attrition of team members + Responsible for delivery of all customers, shareholder and employee dashboard metrics as per goals + Conduct Coaching & Feedback sessions + Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas + Responsible for compliance for all processes and policies + Responsible for day-to-day functioning / administrative work + Support the Team Leader and maintain employee satisfaction and morale + Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance + Collaborate with WFM in Forecasting, scheduling and leave planning + Decision making in critical and day to day situations + Provide support in the management and resolution of requests from internal and external customers in accordance with the procedures and company policies. **Minimum Qualifications** + Demonstrate leadership skills + Highly fluent in Dutch and English, with strong verbal and written communication skills especially in a business context + Demonstrate personal excellence by remaining positive in difficult situations + Display a passion to serve by delivering outstanding service in every interaction with our customers + The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis + Strong interpersonal, communication and listening skills + Strong verbal and written communication skills + Assertiveness and ability to handle difficult conversations + Excellent negotiation, influencing and resourcefulness skills + Analytical and problem-solving skills with strong attention to detail + Outstanding organizational skills + Navigate multiple systems and digital tools to service our customers + Confidence to work in a hybrid environment + Proven ability to deliver a high productivity and quality work under minimum supervision Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions. **Qualifications** We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: + 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. **Job:** Operations **Primary Location:** Netherlands-Netherlands-Amsterdam **Schedule** Full-time **Req ID:** 26002959