Team Leader II-Travel

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Functional Description:

Manage the Centurion Travel Team to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience.

Purpose of the Role:

Manage the Team to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience

Responsibilities:

• To deliver the Centurion Product Strategy to retain high value CMs and significantly increase Travel Engagement  

• To manage a team of 12-15 Dedicated Travel Advisors who provide travel services to Centurion CMs.

• To demonstrate excellent People Leadership and Customer Relationship skills & experience as well as having the ability to drive exceptional and seamless service to GNIC's high value CMs

• To be a key member of the TLS leadership team and collaborate across the TLS & GNICS teams as well as number of business partners to deliver our business priorities

• This role leads a team of Dedicated Travel Advisors who provide personalized service to our high value Centurion CMs

• Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personalized service to Centurion CMs

• Establish personal connect & build rapport with Centurion CMs

• Ensure adherence to controls and compliance policies

• Act as complaint escalation contact.

• Sustain shareholder return by maintaining the balance of service provided against the cost of operating the services.

• Recruit, develop, retain, and motivate a talented team of DTAs to provide excellent customer experience.

• Ensure smooth operations between teams.

• Liaise and follow-up with AXP stakeholders to get CMs issues / requests solved.

• Partnering with GNICS to ensure the team delivers top notch, proactive service thru relevant benefits and value proposition.

• Partner with internal American Express and third-party operations and suppliers to create memorable experiences and flawless service execution to create CMs advocates. 

• Lead and support key business activities and projects as requested.

• Collaborate with GNICS and TLS leadership to define local strategy

Business Outcomes:

• Focus on quality of service being provided to CMs through call and email quality coaching

• Achieve /exceed customer satisfaction targets measured through VoCM. Consistently achieve service level agreements & metrics.

• Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data).

• Develop and implement service processes that enhance customer satisfaction.

• Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met.

Leadership Outcome:

• Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings.

• Demonstrate learning agility, make decisions quickly and with the highest level of integrity.

• Lead with a digital mindset and deliver the world's best customer experiences every day.

Past Experience:

Ideally with a strong Travel, Luxury sector. A fundamental knowledge of Card Service dynamics. A good understanding of Call Centre Operations with Technologies / Processes which drive successful Telephone Service Operations.  Must have a mix of General Management skills, People Leadership, Customer Experience, which enable him/her to manage the DTAs team.

Academic Background:

• Graduate/ Postgraduate + Diploma in Travel or Hotel Management.

Functional Skills/Capabilities:

• Strong understanding of Centurion proposition and CM base.

• Understanding of payments/market /travel landscape.

• Understand customer experience and work on driving customer satisfaction scores.

Technical Skills/Capabilities

• GDS platform -Sabre

• CRM tools/ PSP

Lifestyle

• Knowledge of destinations, geographies

• Ability to network within hospitality industry Travel:

• Knowledge of fares & ticketing including RTW & complex fares Preferred:

• Supplier product knowledge Travel

Knowledge of Platforms

• MS office suits (Excel, Word, PowerPoint, Access)

• GDS Platforms: Amadeus, Sabre

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.