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 team-oriented culture where your voice is valued.
The Team Leader is the frontline people leader for a team of Travel Counselors, responsible for coaching, performance management, and the day-to-day operational health of the team. They own the full performance and development cycle for their TCs, drive service quality and client satisfaction, and ensure operational processes run smoothly and consistently. Where a Lead Agent exists within the team, the Team Leader directs and supports that role — but accountability for all outcomes remains with the Team Leader.
What You’ll Do
· Act as the operational bridge between team and client management, surfacing service quality trends and SOW compliance issues before they escalate




· Analyze CSAT and service quality performance to identify root causes and drive improvement; monitor operational systems for service health indicators and coordinate cross-team requirements with Workforce Management
· Own the full coaching and performance management cycle for Travel Counselors — using data to monitor performance, investigate errors, and build evidence-based coaching conversations with clear action plans
· Provide direct line leadership and coaching to Travel Counselors with regular documented feedback; support new hire ramp-up and collaborate with fellow Team Leaders to ensure consistency of standards
· Manage performance ratings, absence management, leave authorization, recruiting, and all HR follow-up activity in partnership with HR
· Contribute frontline perspective to technology implementations and transformation initiatives; drive change through effective communications and continuous improvement of team processes
What We’re Looking For
· 5+ years in corporate travel operations with GDS platform expertise (S

📌 Team Leader (Bengaluru)
🏢 American Express Global Business Travel
📍 Bengaluru