Team Leader II-Travel

Functional Description:

Manage the Centurion Travel Team to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience.

Purpose of the Role:

Manage the Team to deliver the Centurion value proposition to card-members and thereby drive engagement and spend to deliver premium card-member experience

Responsibilities:

• To deliver the Centurion Product Strategy to retain high value CMs and significantly increase Travel Engagement  




• To manage a team of 12-15 Dedicated Travel Advisors who provide travel services to Centurion CMs.
  

• To demonstrate excellent People Leadership and Customer Relationship skills & experience as well as having the ability to drive exceptional and seamless service to GNIC’s high value CMs
  

• To be a key member of the TLS leadership team and collaborate across the TLS & GNICS teams as well as number of business partners to deliver our business priorities
  

• This role leads a team of Dedicated Travel Advisors who provide personalized service to our high value Centurion CMs
  

• Ensure that the service team is resourced, trained, equipped and continuously motivated to consistently deliver the highest levels of personalized service to Centurion CMs
  

• Establish personal connect & build rapport with Centurion CMs
  

• Ensure adherence to controls and compliance policies

• Act as complaint escalation contact.

• Sustain shareholder return by maintaining the balance of service provided against the cost of operating the services
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• Recruit, develop, retain, and motivate a talented team of DTAs to provide excellent customer experience
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• Ensure smooth operations between teams
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• Liaise and follow-up with AXP stakeholders to get CMs issues / requests solved
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• Partnering with GNICS to ensure the team delivers top notch, proactive service thru relevant benefits and value proposition.

• 
  Partner with internal American Express and third-party operations and suppliers to create memorable experiences and flawless service execution to create CMs advocates. 

• Lead and support key business activities and projects as requested
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• Collaborate with GNICS and TLS leadership to define local strategy
  

Business Outcomes:

• Focus on quality of service being provided to CMs through call and email quality coaching
  

• Achieve /exceed customer satisfaction targets measured through VoCM. Consistently achieve service level agreements & metrics.
  

• Significantly increase CM engagement and SOTW (measured through usage and Travel share of wallet data).
  

• Develop and implement service processes that enhance customer satisfaction.
  

• Drive profitable travel sales and revenues, which guarantee a positive MC return to American Express, ensuring that financial targets and controls are met.
  

Leadership Outcome:

• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
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• Demonstrate learning agility, make decisions quickly and with the highest level of integrity.

• Lead with a digital mindset and deliver the world’s best customer experiences every day.

Past Experience:

Ideally with a strong Travel, Luxury sector. A fundamental knowledge of Card Service dynamics. A good understanding of Call Centre Operations with Technologies / Processes which drive successful Telephone Service Operations.  Must have a mix of General Management skills, People Leadership, Customer Experience, which enable him/her to manage the DTAs team.

Academic Background:

• Graduate/ Postgraduate + Diploma in Travel or Hotel Management.
  

Functional Skills/Capabilities:

• Strong understanding of Centurion proposition and CM base.
  

• Understanding of payments/market /travel landscape.
  

• Understand customer experience and work on driving customer satisfaction scores.
  

Technical Skills/Capabilities

• GDS platform -Sabre
  

• CRM tools/ PSP
  

Lifestyle

• Knowledge of destinations, geographies

• Ability to network within hospitality industry Travel:
  

• Knowledge of fares & ticketing including RTW & complex fares Preferred:
  

• Supplier product knowledge Travel
  

Knowledge of Platforms

• MS office suits (Excel, Word, PowerPoint, Access)
  

• GDS Platforms: Amadeus, Sabre
  

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities