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AMERICAN EXPRESS
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Team Leader-Operations

Team Leader-Operations

AMERICAN EXPRESS

6 - 8 years

8 - 10 Lacs

gurugram

Posted:None| Platform:

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Skills Required

partner management gsm career development legal compliance project management sabre issue resolution wellness project delivery operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

How will you make an impact in this role

Key Responsibilities

This role is designed for a mid-back-office team leader responsible for overseeing multiple critical processes, including mid-office operations, projects, Third Party Management (TRM), ATO, and Partner Management.

1. Project Management

Drive project delivery by partnering with cross-functional teams, identifying opportunities and risks, and ensuring efficient execution.
Collaborate with teams such as GS Servicing Strategy, Capabilities, GBI, GLKM, and other partners (e.g., GMNS, CFR, Legal/Compliance) to address key business opportunities.
Lead implementation of key projects ensuring timely delivery, excellent execution, and measurable outcomes.
Track project progress, manage timelines, and report on key metrics.
Establish robust governance structures to review and report success metrics to leadership.
Ensure all processes comply with regulatory and company standards, maintaining a strong control environment.

2. Partner Management

Lead and manage partner engagement as per guidelines.
Engage with existing partners to negotiate and renew benefits.
Collaborate with ICS to onboard partners and streamline processes.
Facilitate regular partner training and product updates for internal teams.
Lead and support market-level new offers facilitation.

3. ATO (American Express Travel Online) & Drive to Digital

Lead and optimize the Online Servicing Team s knowledge and training to ensure effective issue resolution or escalation in line with policy.
Collaborate with cross-functional stakeholders to manage end-to-end ATO functionality and implement relevant product content.
Lead strategic initiatives and support local operational servicing strategies, including procedure development and reporting.
Analyze ATO traffic, RTF, and booking performance to inform strategic enhancements to site capabilities.

4. TRM & Back Office Operations

Partner with the GSM/GCO team for seamless onboarding of third-party vendors.
Ensure ongoing oversight of third-party relationships in alignment with risk, compliance, and performance standards.
Review third-party compliance programs, including policies, training, and control assessments.
Execute oversight activities based on the risk profile of each relationship, in collaboration with TRMs and business unit leaders.
Manage and ensure adherence to AEMP 10 policy.

Experience & Qualifications

Graduate with a minimum of 6 -8 years of relevant experience.
Extensive travel industry knowledge and a deep understanding of the travel trade ecosystem
Prior experience in managing a team

Functional Skills & Capabilities

Strong understanding of TLS business, including products, services, and value propositions.
Proficient in Sabre/GDS systems and travel industry operations.
Demonstrated people management and leadership skills.
Proven experience in project or business management.
Strong analytical skills with the ability to translate complex data into actionable insights.
Excellent communication skills and ability to engage with senior leaders and cross-functional teams.
Ability to manage multiple initiatives with competing priorities.

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AMERICAN EXPRESS

Financial Services

New York NY

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