Team Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

A dynamic leadership opportunity in Global Travel Application Support (GTAS) within the Global Infrastructure & Support organization, this virtual India-based role offers a middle management position driving 24/7 technical application support for GBT Group, Travel Counselor Servicing, and Corporate applications. We seek a strategic leader who will contribute to the transformation of GTAS' strategy, possess comprehensive expertise in travel technology, and lead cross-functional initiatives while providing strong leadership to the team.

The position requires a strategic mindset, technical proficiency, comfort, and flexibility to manage a 24/7 virtual-based team, operations, and strong leadership experience and capabilities in a fast-paced, innovative environment.

What You'll Do

Team Leadership and Management:

• Lead and motivate a high-performance team of Business Analysts
• Monitor tasks, track work queues, and ensure 24/7 operational coverage.
• Provide mentorship, performance coaching, and professional development to the team.
• Conduct performance reviews and implement training initiatives
• Lead by example, demonstrating strong technical skills and customer service practices. 

Technical Support and Troubleshooting:

• Manage escalated customer issues with expert troubleshooting.
• Collaborate across GBT Group teams to resolve complex technical issues.
• Develop and maintain comprehensive knowledge bases.
• Proactively identify and address recurring technical problems and drive ticket demand reduction.

Process Improvement and Efficiency:

• Analyze data to identify areas for improvement in processes and workflows. 
• Develop and implement policies, procedures, and standards to enhance team performance and ensure consistency. 
• Monitor key performance indicators (KPIs) to track team performance and identify areas for improvement. 

Communication and Collaboration:

• Communicate effectively with end users, team members, and other stakeholders. 
• Collaborate with cross-functional teams to address technical issues and improve customer experiences. 
• Represent the team in meetings and presentations, communicating progress and highlighting successes. 

What We're Looking For

Technical Qualifications:

• Bachelor's or Master's degree in computer science, information technology, or engineering or equivalent experience.
• Minimum 10+ years of overall professional experience, including a minimum of 5+ years in a people leadership role.
• Strong experience in travel technology and technical application support
• Knowledge and understanding across multiple Global Distribution Systems (GDS) and data flows.
• Certifications preferred: - ITIL, Salesforce, AWS, and Other relevant technical certifications (or in progress).
• Strong Proficiency in the MS Office suite with advanced skills in Microsoft Excel. 
• Experienced in ticketing systems for incident management like Freshservice or ServiceNow.
• Technically savvy with the ability to work across virtual teams

Leadership and Personal Attributes:

• Strong experience in managing a virtual team. 
• Flexible and adaptable to manage and operate in a 24/7 operational environment.
• Ability to provide stable leadership during rapid changes.
• Strong problem-solving skills with meticulous attention to detail.
• Excellent time management and discipline.
• Data-driven decision-making approach.
• Strong collaboration skills and resilience to overcome obstacles.
• Capacity to work with calmness under pressure and deliver strong results.
• Patient and creative thinking.
• Effective communication across all organizational levels.
• Ability to work in fast-paced, multi-geographic environments.
• Capable of managing competing priorities.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for