Team Coach

1 day ago

Gurgaon District Haryana, India American Express Global Business Travel Full time

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.

**Responsibilities**:

- This position will support in managing the point sale invoice capturing & BSP/LCC refunds team. The position will also support in reconciliation of LCC & BSP and invoicing missing transactions in system so that GBT recovers all the dues from client before releasing the payment to vendors.
- Deliver consistently strong customer SLA metrics to improve customer experience by leveraging our people, process and technology infrastructure.
- Develop a robust and flexible work force practices across teams to ensure optimal workforce utilization.
- Team Management

Requirement:

- Minimum 8+ years of experience in AMEX GBT and overall 10 plus in Travel and /or Airlines industry.
- Ability to lead front team and effective coaching of employees.
- Drive results in changing and ambiguous environment.
- Demonstrate ability to implement innovative solutions to reduce revenue leakage.
- Understanding of TMC, Business Travel and financial capture processes and controls from front line perspective to prevent revenue leakages.
- Experience of working with quality processes and measures.
- Ability to manage and engage teams virtually.
- Minimum educational qualification: Bachelor’s degree is required.
- Proven ability to effectively communicate and influence.
- Strong on Data Analysis with ability to derive meaningful and actionable insights.
- Good knowledge of Microsoft Suite (Excel & Power Point) is mandatory.
- Knowledge of GMAX is mandatory.

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.

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