Team Leader - Specialized Process Management - Global CoE

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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Lead the assigned team who are responsible to support Specialized Process Management in the Global Center of Excellence in Meetings & Events. Through defining, implementing, and monitoring team objectives, ensure accurate and timely closure of tasks per the company policies and Standard Operating Procedures.

He / she will liaise and work collaboratively with the Stakeholders and internal Departments across customers and regions.

Provide comprehensive leadership to AMEX GBT and to clients, overseeing implementation, providing team support and training, and managing special projects.

What You’ll do on a Typical Day:

People Management

• Creates and encourages a positive and open work environment to improve quality of work life.
• Monitors, tracks, and reports on performance against service level goals and benchmarks.
• Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
• Coaches’ direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis and ensures the performance process is improved.
• On-boards new employees and ensure seamless GBT experience.
• Be actively involved in Action Planning for Employee engagement Survey.

Relationship Management

• Liaise with the stakeholders and business partners for new hire training plans, performance, and feedback.
• Resolves inquiries which have been raised by Stakeholders, and coaches’ direct reports to research and resolve such inquiries.
• Resolves problems and removes obstacles through interaction with other functional departments.
• Develops partnerships and work collaboratively with multiple contacts within Account Management and Operations team.
• Act as an Escalation point for Stakeholders and Customers.

Process Management

• Identifies, develops, and ensures implementation of SOP's and standard practices and process improvements. Ensures that Standard Operating Procedures are followed by all team members to ensure consistency and accuracy.
• Support Implementation of Specialized Process Management processes across customers and regions
• Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
• Conduct periodic Team Meetings / Reviews to ensure the team is engaged and for self-awareness.
• Perform and maintain all administrative team tasks and ensure all data bases are up to date.

What You Need for this Position

• Excellent communication skills in English (spoken and written) to support global teams and potentially clients and suppliers.
• Graduates with at least 10 years of work experience and 3-5 years of experience in managing a team in process management domain supporting global customers.
• Ability to lead a Team and work collaboratively. Prior experience in Team management / supervisory position is preferred.
• Customer service excellence.
• Reasonable proficiency in MS Office productivity tools such as Excel.
• Experience working in the Event Management industry a plus.
• Must be willing to work virtually.

• Must be willing to work in shifts.

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 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!