Travel Counselor Team Leader

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

Benefits offered by this job

Flexible benefits

Travel perks

Extensive learning & training

Job summary

American Express Global Business Travel in Bengaluru leads a remote team of Travel Counselors, guiding them to deliver top-notch service. This role emphasizes coaching, performance feedback, and collaborative problem-solving to ensure client satisfaction and policy alignment.

You will partner with HR and fellow coaches to maintain high standards and effective onboarding. The position requires prior leadership, strong listening, and a customer-first approach, with familiarity in Sabre/Apollo

Qualifications

• Has prior leadership experience leading teams.
• Strong listening skills and curious mindset.
• Customer service oriented with a focus on outcomes.
• Sabre and/or Apollo travel systems experience preferred.
• Salesforce (case e-mail) experience a plus.
• Collaborative and relationship-driven leadership.

Responsibilities

• Lead and coach a team of Travel Counselors.
• Provide regular coaching and feedback to team members.
• Investigate service/quality issues and provide feedback.
• Work with HR on performance ratings and action plans.
• Oversee onboarding and training for new hires.
• Coordinate with fellow team coaches on information sharing.

Skills

Leadership experience

Excellent listening skills

Customer service oriented

Data-driven decisions

Collaborative

Sabre experience

Apollo experience

Salesforce experience

Tools

Sabre

Apollo

Salesforce

Job description

Team Leader 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. As a Team Leader, you’ll lead a highly skilled remote team of approximately 25-35 Travel Counselors.

Location Bangalore, India

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

Benefits & Perks

• 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.

Company Culture

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!

A ll 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.

Experience Level Senior Level