REMOTE POSITION - ALL STATES IN MEXICO ARE INVITED TO APPLY

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 leader is accountable for handling overall performance, mentoring individual Travel Counselors and guiding the team to build outstanding business travel experiences for customers. The role holder is responsible for supporting the team and Travel Counselors to meet or exceed key service metrics, revenue targets and performance indicators. They are also accountable for client relationships and customer and employee experience.

Other key responsibilities include operationalizing Business Travel Client policies and supporting clients' service needs.

The role will have approx. 30 direct report Travel Counselors as standard and report to a Service Leader. The role's focus is split 70% on mentor and performance evaluation, and 30% on client relationships.

Key accountabilities

People

• Act as the People Leader for all Travel Counselors in the team
• Complete Compas (Service Metric Tracking system) Journals in line with the Coaching cycle
• Coaching – provide regular, detailed trainning to team members, ensuring all are meeting or exceeding performance targets
• Monitor, review and guide on Compas and other metrics at the individual and team level
• Investigate service and quality errors, provide coaching and feedback
• Make decisions on performance ratings and compensation
• Handle underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable
• Facilitate ongoing account specific onboarding/training for new team hires after the initial centralized Traveler Care training program is complete

Customer

• Represent Traveler Care for all new business - providing input to new business bid processes, quarterly business reviews and the service mode
• Participate in client meetings with commercial client management partners as required
• Research and resolve with commercial partners on client service critical issues, assist with strategy, messaging to the team and client as necessary
• Analyze and act on CSAT performance, identify actions and communicate results
• Document and update the vital systems and tools with client policy changes
• Accountable for team upskill on changes to Client travel policies

Quality/Financial

• Engage with Commercial internal partners and clients to deliver outstanding traveler care, ensure client performance goals are achieved, lead and deliver strong traveler and arranger experience.
• Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including: Instruct Business Lead and/or others on how to prepare client reports.
• Have a network or enterprise minded view
• Flexible to service multiple clients
• Work on a rotational basis to deal with client cover
• Share information, achievements and issues with other Team Coaches
• Supervise errors (CSI/Debit Memos) in internal systems such as ‘Travel
• Force' to confirm closure and return to service level expectations
• Work in collaboration with the Team Operations role to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
• Call listening as required, to ensure team members are adhering to minimum service and compliance standards and to validate any disputes or service issues

Skills and experience

• Proficiency in spoken and Written English – coaching and communication with team/customers must be in English. 
• People Leadership
• Passion for coaching with excellent questioning and listening skills
• Solution orientation, coaching teams to find their own solutions
• Relationship building and management
• Customer services focus
• Focus on customer and data driven decision-making
• Travel Management Company tools & systems, Global Distribution Systems, and more
• Experience working in a client first environment
• Experienced in meeting and achieving financial metrics and service target
• High volume, constantly evolving and demanding service environment
• Business Travel or Travel Services desirable but not essential
• Ability to work in Ability to work at our Mexico office, not a virtual position.

Location

Mexico - REMOTE

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.
• 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 global tuition assistance, 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 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.
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• 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!