Team Leader-Operations

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.

How will you make an impact in this role?

Key Responsibilities

This role is designed for a mid-back-office team leader responsible for overseeing multiple critical processes, including mid-office operations, projects, Third Party Management (TRM), ATO, and Partner Management.

1. Project Management

• Drive project delivery by partnering with cross-functional teams, identifying opportunities and risks, and ensuring efficient execution.
• Collaborate with teams such as GS Servicing Strategy, Capabilities, GBI, GLKM, and other partners (e.g., GMNS, CFR, Legal/Compliance) to address key business opportunities.
• Lead implementation of key projects ensuring timely delivery, excellent execution, and measurable outcomes.
• Track project progress, manage timelines, and report on key metrics.
• Establish robust governance structures to review and report success metrics to leadership.
• Ensure all processes comply with regulatory and company standards, maintaining a strong control environment.

2. Partner Management

• Lead and manage partner engagement as per guidelines.
• Engage with existing partners to negotiate and renew benefits.
• Collaborate with ICS to onboard partners and streamline processes.
• Facilitate regular partner training and product updates for internal teams.
• Lead and support market-level new offers facilitation.

3. ATO (American Express Travel Online) & Drive to Digital

• Lead and optimize the Online Servicing Team's knowledge and training to ensure effective issue resolution or escalation in line with policy.
• Collaborate with cross-functional stakeholders to manage end-to-end ATO functionality and implement relevant product content.
• Lead strategic initiatives and support local operational servicing strategies, including procedure development and reporting.
• Analyze ATO traffic, RTF, and booking performance to inform strategic enhancements to site capabilities.

4. TRM & Back Office Operations

• Partner with the GSM/GCO team for seamless onboarding of third-party vendors.
• Ensure ongoing oversight of third-party relationships in alignment with risk, compliance, and performance standards.
• Review third-party compliance programs, including policies, training, and control assessments.
• Execute oversight activities based on the risk profile of each relationship, in collaboration with TRMs and business unit leaders.
• Manage and ensure adherence to AEMP 10 policy.

Experience & Qualifications

• Graduate with a minimum of 6 -8 years of relevant experience.
• Extensive travel industry knowledge and a deep understanding of the travel trade ecosystem
• Prior experience in managing a team

Functional Skills & Capabilities

• Strong understanding of TLS business, including products, services, and value propositions.
• Proficient in Sabre/GDS systems and travel industry operations.
• Demonstrated people management and leadership skills.
• Proven experience in project or business management.
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Excellent communication skills and ability to engage with senior leaders and cross-functional teams.
• Ability to manage multiple initiatives with competing priorities.

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.