Team Leader

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?

Description

Seeking an experienced and dynamic Team Leader to lead a team in TLS Backoffice. The successful candidate will be responsible for managing daily operations, ensuring efficiency and accuracy in all back office functions, and leading a team to achieve performance targets and maintain high standards of service delivery.

Roles and Responsibilities:

· This leader is accountable for effectively driving the following:

o Key departmental metrics as defined by leader

o Team Performance

o Stakeholder Management

o Quality and Compliance

o Colleague engagement and Motivation

· The successful candidate should be able to inspire a team of specialists to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments.

· Lead and motivate the team, fostering a positive work environment and promoting teamwork. Provide coaching, mentoring, and professional development opportunities to team members

· Oversee daily operations of the back office, ensuring tasks are completed efficiently and accurately. Monitor workflows, identify bottlenecks, and implement process improvements

· Set clear performance goals and expectations for team members. Conduct regular performance reviews, provide constructive feedback, and address any performance issues promptly.

· Ensure all back office activities adhere to company policies, procedures, and regulatory requirements. Implement quality control measures to maintain high standards of accuracy and compliance.

· Address and resolve any escalated servicing issues promptly and professionally. Ensure the team provides excellent support to internal and external customers

· Lead and participate in back office projects, ensuring timely and successful completion. Coordinate with other departments to align project goals and deliverable

· Prepare regular reports on team performance, operational metrics, and project progress. Analyze data to identify trends and make informed decisions.

· Accountable for preparation, production, delivery of presentations to leadership and stakeholders globally

· Demonstrate business and operations knowledge to attract potential opportunities

· Drive and support TLS business initiatives

· Open to work in 24*7 environment

Qualifications:

· The incumbent should be graduate or equivalent with 6 years of post-qualification experience.

· Understanding of travel world, rate parity and transaction Lifecyle will be an added advantage

· Should not be on any form of counseling or action plan

· Strong Travel knowledge, experience in ticketing, exchanges and refunds

· Understanding and experience of net fares and revenue management

· Strong interpersonal skills and the ability to influence at all levels

· Excellent communication skills

· Sound planning and organizing skills

· Must possess problem solving and planning skills to facilitate and focus on continuous improvement

· Self-starter with ability to execute with minimal direction and strong attention to detail

· Ability to work in a team environment fostering teamwork and driving collective performance

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.