Team Leader

American Express Global Business Travel; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Amex GBT is seeking a Team Leader to coach a team of Travel Counselors and manage the full performance and development cycle, ensuring top service quality and client satisfaction while keeping operational processes smooth and consistent.

You will lead coaching, performance management, new hire ramp-up, and HR follow-up in partnership with HR, while contributing to technology implementations and continuous process improvements.

Qualifications

• 5+ years in corporate travel operations with GDS platform expertise (Sabre, Amadeus, Travelport) and demonstrated people leadership experience

Responsibilities

• Act as the operational bridge between team and client management, surfacing service quality trends and SOW compliance issues before they escalated
• 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

Skills

GDS expertise

People leadership

Corporate travel ops

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.

The Team Leader is the frontline people leader for a team of Travel Counselors, responsible for coaching, performance management, and the day-to-day operational health of the team. They own the full performance and development cycle for their TCs, drive service quality and client satisfaction, and ensure operational processes run smoothly and consistently. Where a Lead Agent exists within the team, the Team Leader directs and supports that role — but accountability for all outcomes remains with the Team Leader.

What You’ll Do

Act as the operational bridge between team and client management, surfacing service quality trends and SOW compliance issues before they escalated

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

Gurgaon, India

The #TeamGBT Experience

• 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!