Team Operations Lead Jobs

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.

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The Team Operations role at GBT is accountable for leading the operational effectiveness of the Travel Counselor teams they support, ensuring the Travel Counselor community has the tools and information needed to drive excellent performance. Part of the Traveler Care leadership team, they are also responsible for implementing centrally driven change management activities at the local level.

The role will cover approx. 75 Travel Counselors and report to a Service Leader. They will form part of a network providing technical and operational support for Travel Counselors. Working in collaboration with Team Coach, Workforce Management, and IT to deliver outstanding customer experience and excellent Travel Counselor performance at both the team and individual level.

Key Accountabilities

People

• Collaborating with Workforce Management on scheduling of Travel Counselors for Supplier Updates and training
• Onboarding of new and return to work employees
• Leading Flexible Work Agreement requests and work with HR to support employees when needed
• Completing Office Self-Assessment forms
• Providing technical support to Travel Counselors

Operations

• Running work from home arrangement setup, ensuring new hires and all employees have functioning equipment to maintain high productivity and availability
• Coordinating technology roll outs – collating requested data, organizing pilot groups, training, provided feedback to project teams, and communicating updates to team members
• Handling compliance/compulsory training completion to deadline
• Supporting the implementation of new accounts with collaborators, including collaborating with the Team Coach on relevant process and setup
• Ensuring Travel Counselors’ Workday data is accurate, including job role descriptions, hours worked, salary, and correct Super Group
• Creating and closing Super Groups in Workday and updating Team Coach/Service Leader changes for Teams Groups
• Communicating Business Updates that affect operations, e.g., system outages/tool outage, change in process, annual leave expectations, etc.

Financial

• Handling payroll submission to ensure accurate and timely payment for staff, and that paid hours are both optimized and deliver high productivity and results
• Collaborating with Workforce Management on FTE optimization
• Handling HR interface for pay discrepancy
• Collaborating with the Team Coach and Workforce Management team to achieve excellent service levels, avoiding any financial impact for clients

Customer

• Service Levels – leading real time updates and skills of Travel Counselors to reduce any holding times for our customers
• Escalation of technology issues impacting clients, e.g., Outlook not working, GDD itineraries/invoices not sending, Cisco connectivity issues, Travel Counselor system issues, etc.

Quality/Risk

• Owner of Business Continuity Planning for the Traveler Care teams in their remit

Skills And Experience

• Works to deadlines and achieves desired outcomes
• Collaborating with collaborators to meet shared business objectives
• Balances multiple projects concurrently and deal with changing priorities when required
• Excellent solid understanding of industry tools and systems desirable
• Works both independently and as part of a team
• Shown Leadership skills, experience leading others and driving accountability preferred
• Data driven decision-making and sound analytical skills
• Communicates and influences various collaborators at all levels
• Excellent verbal and written skills
• Process oriented with the ability to problem seek and drive process improvements
• Prioritizing effectively and implementing an efficient personal organizational system
• Change management implementation

Location

United States - Virtual Location

The US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

GBT 2023 Benefits-at-a-Glance

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 more.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at 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.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult 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!