Team Coach

Job Description

Ensuring service consistency, continuous improvement, support in driving operational projects and standard methodology.

Reports to: Service Leader

Location: Gurgaon GBT office, India

Principal Accountabilities

The Team Coach at GBT is accountable for leading a team of Travel Counselors and handling overall performance, mentoring individual Travel Counselors and guiding the team to build outstanding 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. 25-35 direct report Travel Counselors as standard and report to a Service Leader. The team size may vary depending on which customers and platforms the Team Coach is supporting. The role’s focus is split 75% on coaching and performance evaluation, and 25% on commercial relationships.

Critical Challenges:

- Ensure best in class, consistent service delivery to our global client.
- Continually review processes to ensure best in class and drive improvement projects
- Actively participate in Traveler Care leadership meetings by sharing thoughts, constructive feedback as well as being comfortable challenging our ways of working
- Ensure the working environment develops through sharing best practice, supporting others and creating a wholeness working environment

Behaviors & Qualities:

- Demonstrates strong commitment and drive to achieve results.
- Goes beyond role requirements to attain objectives.
- Anticipates customers’ future requirements.
- Consistently uses multiple sources of information to identify customer requirements.
- Consistently identifies and acts on opportunities for collaboration.
- Influences the decisions of others without having direct authority.
- Communicates a clear picture of what change is needed and why.
- Creates commitment by working closely with others and confronting resistance.
- Champions new initiatives and / or acts as a catalyst for change.
- Challenges norms.
- Works well under pressure.
- Validates understanding and expectations at all stages
- Relevant years of experience required for the role - 8 plus years in GBT
- Minimum tenure in the current role should be 12 months

Unique Knowledge & Skills:

- Ability to work with cross-functional teams and to influence both internally and externally
- Galileo and /or Sabre experience preferred
- Excellent English language skills.
- Ability to drive new processes, question current practices and seek improvement.
- Ability to coach & develop team & individual training and development schemes, in conjunction with relevant departments.
- Excellent people leader skills
- Strong understanding of travel operations, suppliers, and systems.
- Excellent interpersonal skills
- In depth Travel Industry knowledge and experience.
- Excellent communication ability including written and oral presentation skills.
- Strong attention to detail and analytical skills in relation to travel-related processes.
- Excellent administrative and time management skills.

Location

India - Haryana - Gurgaon

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

GBT Recruitment Privacy Statement