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Team Coach

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Remote, Canada American Express Global Business Travel Full time

Team Coach

Job Purpose

The Team Coach at GBT is accountable for 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 role will have approx. 25 direct report Travel Counselors as standard and report to a Service Leader. The role’s focus will be on coaching and performance evaluation across all areas of service and also managing the client relationships for the accounts which they are aligned to.

Key accountabilities

People
- Act as the People Leader for all Travel Counselors in the team
- Complete Compass (Service Metric Tracking system) Journals in line with the Coaching cycle
- Coaching - provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets
- Monitor, review and coach on Compass and other KPI metrics at the individual and team level
- Investigate service and quality errors, provide coaching and feedback
- Make decisions on performance ratings and compensation
- 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 Traveler Care training program is complete

Customer
- Represent Traveler Care for all new business - providing input to new business bid processes, quarterly business reviews and the service model
- Participate in client meetings with commercial client management partners as required
- Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and client as necessary
- Analyze and act on CSAT performance, identify actions and communicate results
- Document and update the necessary systems and tools with client policy changes
- Accountable for team upskill on changes to Client travel policies

Quality/Financial
- Engage with Commercial internal partners and clients to deliver exceptional traveler care, 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:

- Have a network or enterprise minded view
- Flexible to service multiple clients
- Work on a rotational basis to deal with client cover
- Share information, achievements and issues with other Team Coaches
- Monitor errors (CSI/Debit Memos) in internal systems such as ‘Travel Force’ to confirm closure and return to service level expectations
- Work in collaboration with the Team Operations role 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**:

- Minimum 5 years experience in the travel industry

TICO Certified

Location

Canada - Virtual Location

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