Travel Operations Team Leader

American Express Global Business Travel; Gurugram District; On-site; INR 1,400,000 - 2,400,000; Full time

Job summary

American Express Global Business Travel in Gurgaon, India seeks a Senior Team Leader to guide a team of Travel Counselors, coach performance, and ensure day-to-day operational health. You will own the full development cycle, drive service quality, and maintain client satisfaction in a fast-paced, 24/7 global environment.

You’ll lead by example, analyze CSAT trends, collaborate with Workforce Management, and support new hire ramp-ups while pushing for process improvements and technology-enabled

Qualifications

• 5+ years in corporate travel operations with GDS platform expertise and leadership experience.
• Strong analytical skills with quality metrics and performance management.
• Clear communicator across all levels, with the ability to prioritize 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 before they escalate.
• 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.
• 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.
• Contribute frontline perspective to technology implementations and transformation initiatives.
• Drive change through effective communications and continuous improvement of team processes.

Skills

People leadership

Analytics

Communication

AI literacy

GDS platforms

Tools

Sabre

Amadeus

Travelport

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. 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 escal
• 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
• 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
• 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

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.

• health and welfare insurance plans
• retirement programs
• parental leave
• adoption assistance
• wellbeing resources
• 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, 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!

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