Introduction to Amex GBT and Our Mission
At Amex GBT, we believe that travel has the power to transform lives and bring people together. As a leader in the travel industry, we are dedicated to making a positive impact on the world through our work. Our company culture is built on the principles of inclusivity, collaboration, and mutual respect, where every voice is valued and every perspective is welcomed. We are committed to helping our colleagues achieve success and grow in their careers, and we are excited to offer a unique opportunity for an experienced Executive Team Leader to join our team.
About the Role
As an Executive Team Leader at Amex GBT, you will have the opportunity to lead a highly skilled remote team of Travel Counselors and make a significant impact on our customers' experiences. You will be responsible for coaching, guiding, and empowering your team to achieve their goals and provide exceptional customer service. If you thrive in a fast-paced environment, are passionate about building relationships, and are committed to delivering results, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Lead and Coach a Team of Travel Counselors: Provide regular, documented coaching and feedback to team members to help them grow and develop in their roles.
- Investigate Service and Quality Errors: Collaborate with team members to investigate and resolve service and quality errors, and provide helpful feedback to prevent future errors.
- Collaborate with HR and Other Stakeholders: Work closely with HR and other stakeholders to determine performance ratings and action plans, and to facilitate account-specific onboarding and training for new hires.
- Facilitate Account-Specific Onboarding and Training: Develop and deliver training programs to ensure that new hires have the skills and knowledge they need to succeed in their roles.
- Collaborate with Fellow Team Coaches: Share information, achievements, and issues with fellow team coaches to ensure that best practices are shared and that the team is working together to achieve common goals.
- Listen to Calls and Validate Service Levels: Listen to calls as required to validate service levels and compliance standards, and provide feedback to team members to help them improve their performance.
Customer-Facing Responsibilities
- Be the Voice of Traveler Care: Serve as the voice of Traveler Care for new technological implementations, and provide operational information to commercial client management partners as needed.
- Participate in Meetings with Commercial Client Management Partners: Participate in meetings with commercial client management partners to provide operational information and to develop strategies for improving customer satisfaction.
- Research and Resolve Client Service Concerns: Research and resolve client service concerns, and develop strategies and craft messaging for the Traveler Care team and commercial peers.
- Analyze, Act, and Communicate Results on CSAT Performance: Analyze CSAT performance data, identify areas for improvement, and develop strategies to improve customer satisfaction.
Essential Qualifications
To be successful in this role, you will need to have:
- Previous Leadership Experience: A minimum of 2 years of experience in a leadership role, preferably in the travel industry.
- Excellent Listening Skills and Curious Mentality: The ability to listen actively and to approach challenges with a curious and open-minded mentality.
- Customer Service Oriented: A strong commitment to delivering exceptional customer service and to ensuring that customers have a positive experience.
- Sabre and/or Apollo Experience: Experience with Sabre and/or Apollo systems is preferred, but not required.
- Salesforce (Case Email) Experience: Experience with Salesforce (case email) is a plus, but not required.
Preferred Qualifications
In addition to the essential qualifications, we are looking for candidates who have:
- Collaborative and Passionate about Building Relationships: A strong ability to build and maintain relationships with team members, customers, and other stakeholders.
- Experience Making Data-Driven Decisions: The ability to analyze data and to make informed decisions that drive results.
- Achieving Financial and Service Targets: A proven track record of achieving financial and service targets, and of driving results in a fast-paced environment.
Skills and Competencies
To be successful in this role, you will need to have:
- Strong Communication and Interpersonal Skills: The ability to communicate effectively with team members, customers, and other stakeholders.
- Strong Problem-Solving and Analytical Skills: The ability to analyze problems and to develop effective solutions.
- Strong Leadership and Coaching Skills: The ability to lead and coach a team of Travel Counselors, and to help them grow and develop in their roles.
- Strong Time Management and Organizational Skills: The ability to prioritize tasks and to manage multiple projects simultaneously.
Career Growth Opportunities and Learning Benefits
At Amex GBT, we are committed to helping our colleagues grow and develop in their careers. As an Executive Team Leader, you will have access to a range of career growth opportunities and learning benefits, including:
- Global Tuition Assistance: Financial assistance to help you pursue further education and to develop new skills.
- Access to Over 20,000 Courses on Our Learning Platform: A range of online courses and training programs to help you develop new skills and to stay up-to-date with industry trends.
- Leadership Courses: Specialized training programs to help you develop your leadership skills and to prepare you for future leadership roles.
- New Job Openings Available to Internal Candidates First: The opportunity to apply for new job openings before they are advertised externally.
Work Environment and Company Culture
At Amex GBT, we are proud of our company culture and our commitment to diversity, equity, and inclusion. As an Executive Team Leader, you will be part of a dynamic and supportive team that values collaboration, mutual respect, and open communication. You will also have access to a range of benefits and perks, including:
- Flexible Benefits: A range of flexible benefits, including health and welfare insurance plans, retirement programs, parental leave, and adoption assistance.
- Travel Perks: Exclusive travel discounts and perks, including access to major travel providers and special deals on flights, hotels, cruises, and car rentals.
- Wellbeing Resources: A range of wellbeing resources, including mental and emotional health support, to help you maintain a healthy work-life balance.
- Inclusion Groups: The opportunity to 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.
Compensation, Perks, and Benefits
As an Executive Team Leader at Amex GBT, you will be eligible for a competitive salary and a range of perks and benefits, including:
- Competitive Salary: A salary range of $45,000 to $83,000 per year, depending on experience and location.
- Annual Performance-Based Incentive: The opportunity to earn an annual performance-based incentive, based on company performance.
- Comprehensive US Benefits Programs: Access to a range of comprehensive US benefits programs, including health and welfare insurance plans, retirement programs, and parental leave.
Conclusion
If you are a motivated and experienced leader who is passionate about delivering exceptional customer service and driving results, we encourage you to apply for this exciting opportunity. As an Executive Team Leader at Amex GBT, you will have the chance to make a real difference in the lives of our customers and to grow and develop in your career. Don't miss out on this opportunity to join our dynamic and supportive team – apply now!
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