Team Leader

American Express Global Business Travel; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

American Express Global Business Travel in Bengaluru seeks an experienced Travel Operations Leader to bridge client management with operations, surfacing quality trends and ensuring SOW compliance. You will lead performance coaching for Travel Counselors and leverage data to drive improvements in a 24/7 global environment.

You will oversee HR processes, ramp-up new hires, and collaborate with HR while contributing to large-scale transformation initiatives and cross-team initiatives to maintain

Qualifications

• 5+ years in corporate travel operations with GDS platform expertise and people leadership experience.
• Strong analytical skills with quality metrics and performance management.
• Ability to communicate clearly across all levels in a 24/7 global environment.

Responsibilities

• Act as the operational bridge between team and client management, surfacing service quality trends and SOW compliance issues.
• Analyze CSAT and service quality performance to identify root causes and drive improvement; monitor operation systems.
• Own coaching and performance management for Travel Counselors with data-driven action plans.
• Provide direct leadership and coaching to Travel Counselors, support new hire ramp-up and ensure consistency of standards.
• Manage performance ratings, absence, leave, recruiting, and HR follow-up in partnership with HR.
• Contribute to technology implementations and drive process improvements through effective communication.

Skills

GDS expertise

People leadership

Data analysis

AI literacy

Communication skills

Tools

Sabre

Amadeus

Travelport

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

• Act as the operational bridge between team and client management, surfacing service quality trends and SOW compliance issues before they escape
• Analyze CSAT and service quality performance to identify root causes and drive improvement; monitor operational systems for service health indicators and coordinate cross-team requirements with Workforce Management
• Own the full coaching and performance management cycle for Travel Counselors — using data to monitor performance, investigate errors, and build evidence‑based coaching conversations with clear action plans
• Provide direct line leadership and coaching to Travel Counselors with regular documented feedback; support new hire ramp‑up and collaborate with fellow Team Leaders to ensure consistency of standards
• Manage performance ratings, absence management, leave authorization, recruiting, and all HR follow‑up activity in partnership with HR
• Contribute frontline perspective to technology implementations and transformation initiatives; drive change through effective communications and continuous improvement of team processes

What We’re Looking For

• 5+ years in corporate travel operations with GDS platform expertise (Sabre, Amadeus, Travelport) and demonstrated people leadership experience
• Strong analytical skills with quality metrics and performance management frameworks; clear communicator across all levels
• AI literacy, integrity, and ability to prioritize multiple responsibilities in a 24/7 global environment

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. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and 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.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and 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.

Furthermore, 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, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!