Team Coach

American Express Global Business Travel; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Parental leave

Adoption assistance

Wellbeing resources

Travel perks

Learning platform access

Leadership courses

Internal job openings

Job summary

Amex GBT in Bangalore, India is seeking a leader to guide Travel Counselors and drive excellent client service. You will coach the team, monitor performance, and partner with HR on ratings and growth plans.

Collaboration with product and operations will be key to delivering on contractual service levels and customer satisfaction. Ideal candidates bring prior leadership, strong listening skills, and experience with Sabre, Apollo, or Salesforce.

Qualifications

• Leadership experience required to coach a team of Travel Counselors.
• Excellent listening skills and curiosity to investigate issues.
• Customer service orientation with focus on outcomes.
• Experience making data-driven decisions to hit service targets.
• Strong collaboration and relationship-building abilities.

Responsibilities

• Lead and coach a team of Travel Counselors.
• Provide regular, documented coaching and feedback to team members.
• Investigate service and quality errors with a curious mindset and provide feedback.
• Collaborate with HR to determine performance ratings and action plans.
• Facilitate onboarding and training for new hires after central training.
• Collaborate with fellow team coaches to share information and issues.
• Listen to calls to validate service levels and compliance.
• Be the voice of Traveler Care for new technological implementations.
• Participate in meetings with client management partners for operational info.
• Research and resolve client service concerns; craft messaging for teams.
• Analyze and report CSAT performance and trends.
• Keep team informed on changes to client travel policies.
• Collaborate with Team Operations to meet/exceed SLAs.

Skills

Leadership experience

Active listening

Customer service

Data-driven decisions

Collaboration

Tools

Sabre

Apollo

Salesforce

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

What You’ll Do

People (75%)

• Lead and coach a team of Travel Counselors
• Provide regular, documented coaching and feedback to team members
• Investigate service and quality errors with a curious mentality, and provide helpful feedback
• Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
• Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
• Collaborate with fellow team coaches - share information, achievements, and issues
• Listen to calls as required to validate service levels and compliance standards

Customer (25%)

• Be the voice of Traveler Care for new technological implementations
• Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
• Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
• Analyze, act, and communicate results on CSAT performance
• Keep the team informed on changes to client travel policies
• Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements

What We’re Looking For

• Previous leadership experience
• Excellent listening skills and curious mentality
• Customer service oriented
• Sabre and/or Apollo experience preferred
• Salesforce (case e-mail) experience a plus
• Collaborative and passionate about building relationships
• Experience making data-driven decisions and achieving financial and service targets

Location Bangalore, India

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

Flexible benefits are tailored to each country and start the day you do.

• health and welfare insurance plans
• retirement programs
• parental leave
• adoption assistance
• wellbeing resources to support you and your immediate family
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals
• access to over 20,000 courses on our learning platform
• leadership courses
• new job openings available to internal candidates first

We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

We are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement?

If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, you may be exactly the person we’re looking for!