Team Leader

American Express Global Business Travel; Gurugram District; On-site; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Flexible benefits

Health insurance

Retirement programs

Parental leave

Wellbeing resources

Travel perks

Job summary

Amex GBT in Gurgaon, India is seeking an experienced Travel Operations Team Leader to bridge client management and operations, surfacing service quality trends and driving improvements with data-based coaching.

You will own coaching cycles for Travel Counselors, supervise performance ratings and HR processes, and partner with HR on ramp-ups while contributing to technology implementations across a 24/7 global environment.

Qualifications

• 5+ years in corporate travel operations with GDS platform expertise.
• Demonstrated people leadership experience and coaching capability.
• Strong analytical focus and clear communication across levels.

Responsibilities

• Act as the operational bridge between team and client management, surfacing service quality trends and SOW issues.
• 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.
• Own coaching and performance management cycle for Travel Counselors with data-driven actions.
• Provide direct line leadership and regular feedback to Travel Counselors.
• Support new hire ramp-up and ensure consistency of standards across teams.
• Manage performance ratings, absence, leave, recruiting, and HR follow-up with HR.
• Contribute to technology implementations and process improvements across the team.

Skills

People leadership

Analytical skills

AI literacy

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 escalation
• 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.