Description : Operations Supervisor. Company : American Express Global Business Travel. Location : Remote

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.
Ready to explore a career path? Start your journey. Job Purpose The Operations Supervisor is accountable for leading a team of Travel Counselors and managing overall performance, coaching individual Travel Counselors and guiding the team to create exceptional 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 team size may vary depending on which customers and platforms the Team Coach is supporting. Key accountabilities People

• Act as the People Leader for all Travel Counselors in the team

• Coaching – provide regular, documented coaching and feedback to team members, ensuring all are meeting or exceeding performance targets. • Monitor (calls, e-mails, chats etc.), review and coach on KPI metrics at the individual and team level

• Investigate service and quality errors, provide coaching and feedback
• Make decisions on performance ratings and compensation that are aligned with GBT standards
• Manage 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 Ovation training program is complete

Customer

• Represent Ovation for all new implementations within the team
• Participate in meetings with CSG client management partners when required. Partner with Manager/Director to determine when attendance is necessary to ensure the majority of time is spent coaching and leading the operation. Provide CSG partners with operational information that they may need for their customer facing conversations.
• Research and resolve with CSG partners on client service escalations, assist with strategy, messaging to the team and CSG peers as necessary.
• Analyze and act on CSAT performance, identify actions and communicate results
• Document and update the TC desktop systems and tools with client policy changes
• Keep the team informed on changes to Client travel policies

Quality/Financial

• Ensure client performance goals are achieved and manage and deliver strong traveler and arranger experience.
• Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including:

o Have a network or enterprise minded view o Support multiple accounts and service platforms. o Be flexible with schedule to meet business needs o Collaborate and share best practices with other Supervisors

• Monitor errors (CSI/Debit Memos) in internal systems such as ‘Salesforce for CSIs’ to confirm closure and return to service level expectations
• Work in collaboration with WFM to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
• Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues

Skills and experience

• People Leadership
• Passion for coaching with excellent questioning and listening skills
• Solution orientation, coaching employees 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 targets
• High volume, rapidly changing and demanding service environment
• Business Travel or Travel Services desirable but not essential

Qualifications

• Sabre experience required
• Case e-mail (salesforce) experience a plus
• Demonstrated ability to work in a high-pressure multiple account environment. Ability to prioritize multiple tasks.
• Proven track record of strong relationship building and networking outside of the immediate team

Please be aware that you must be in role for 1 Year before applying for an internal position.
NOTE: PLEASE ADVISE YOUR MANAGER OF YOUR CAREER PATHING INTEREST PRIOR TO SUBMITTING AN APPLICATION.
Contingent Workers are invited to apply though the external GBT Career Site. Please note the Job Requisition ID above and go to the following site to apply – GBT Career Site
Location United States - Ovation - Virtual
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.
• Get mental and emotional health support for you and your immediate family through one-on-one professional counseling sessions, on-demand webinars, and crisis support.
• 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 reimbursement, 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.
• 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!