Team Coach

6 months ago

Mumbai, India American Express Global Business Travel Full time

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.

Ready to explore a career path? Start your journey.

Job Purpose

The Team Coach at GBT is accountable for managing overall performance, coaching individual Travel Counselors, and guiding the team to create exceptional business travel experiences for customers. The role holder is responsible for supporting the team and Travel Counselors to meet or exceed key service metrics, revenue targets and performance indicators. They are also accountable for client relationships and customer and employee experience.

Other key responsibilities include operationalizing Business Travel Client policies and supporting clients’ service needs.

The role will have approx. 16 direct report Travel Counselors as standard and report to a Service Leader. The role’s focus will be on coaching and performance evaluation across all areas of service and managing the client relationships for the accounts to which they are aligned.
- Region: APAC, shift preferably 730am._

Key accountabilities

People
- Act as the People Leader for all Travel Counselors in the team
- Complete Quest (Service Metric Tracking system) Journals in line with the Coaching cycle
- Coaching - provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets.
- Monitor, review, and coach on Quest or similar KPI metrics tools at an individual and team level
- Investigate service and quality errors, provide coaching and feedback.
- Make decisions on performance ratings and compensation.
- Manage underperformance on a timely basis, engaging the employee when developing Performance.
- Improvement Plans and formal warnings, working in partnership with HR as applicable.
- Facilitate ongoing account specific onboarding/training for new team hires after the initial centralized.
- Traveler Care training program is complete.

Customer
- Represent Traveler Care for all new business - providing input to new business bid processes, quarterly business reviews and the service model.
- Participate in client meetings with commercial client management partners as required.
- Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and client as necessary.
- Analyze and act on CSAT performance, identify actions and communicate results.
- Document and update the necessary systems and tools with client policy changes.
- Accountable for team upskill on changes to Client travel policies.

Quality/Financial
- Engage with Commercial internal partners and clients to deliver exceptional traveler care, ensure client performance goals are achieved, and manage and deliver strong traveler and arranger experience.
- Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including Have a network or enterprise minded view, Flexible to service multiple clients, Share information, achievements and issues with other Team Coaches
- Monitor errors (CSI/Debit Memos) to confirm closure and return to service level expectations -Work in collaboration with the Team Operations role to achieve client service level consistency per the contract and ensure client expectations are met or exceeded.
- Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues.

Skills and experience
- Excellent communication skills and GDS knowledge inclusive of Sabre preferred.
- People Leadership
- Passion for coaching with excellent questioning and listening skills.
- Solution orientation, coaching employees to find their own solutions.
- Relationship building and management.
- Customer services focus
- Focus on customer and data driven decision-making.
- Travel Management Company tools & systems, Global Distribution Systems, and more
- Experience working in a client first environment.
- Experienced in meeting and achieving financial metrics and service targets.
- High volume, rapidly changing and demanding service environment
- Business Travel or Travel Services desirable but not essential.

Location

India - Mumbai - WeWork

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 more.- Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.-
- We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, c

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