Operational Team Leader / Global EMM (APAC)

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.

Are you a dynamic leader with a passion for process improvement, technology rollouts, and developing high-performing teams?

We are looking for an experienced Team Leader to supervise our APAC Global EMM (Energy, Mining & Marine) team and ensure "best in class" service delivery to our global EMM clients.

About the Role

In this pivotal role, you will be the committed escalation point for all operational client-based concerns within the APAC region. You will build and maintain strong client relationships, take independent ownership of client follow-up, and proactively address their needs to drive satisfaction and retention.

You will also play a key role in change management, translating customer requirements into configurable solutions, and supporting the rollout of new technologies and training initiatives.

Your primary responsibilities will include:

• Leading, recruiting, and training a high-performing team across countries in APAC
• Supervising the APAC Global EMM team, providing guidance, floor support, coaching, and development to help team members achieve their full potential.
• Owning client relationships independently - managing client issues with autonomy, acting as a committed escalation point for all operational client-based concerns, and proactively reaching out to clients to ensure satisfaction and address potential issues before they escalate
• Driving proactive client engagement – taking initiative in client follow-up, understanding their operational needs, and recommending solutions that enhance their experience
• Raising and resolving technology issues impacting clients with urgency and accountability
• Ensuring SLA adherence and achieving performance results as measured by KPI metrics and scorecards.
• Investigating quality errors and providing individual coaching and feedback.
• Communicating business updates that impact operations, such as process changes, annual leave expectations, and system outages.

What We’re Looking For

We need a service driven, organized problem-solver with a strong ability to influence both internally and externally. The ideal candidate thrives both working independently and as part of a cross-border team.

Required Skills and Experience:

• Excellent verbal and written communication skills.
• A passion for processes and problem solving.
• Extensive mid/backoffice knowledge, especially SG market.
• Experience with change management.
• Excellent administrative and time management skills; able to prioritize effectively to ensure all deadlines are met.
• Ability to coach and develop a team through individual training and development schemes.
• Ability to work with cross-border teams and influence stakeholders.

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 wellbeing resources to support you and your immediate family.

• 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 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 Inclusion in every aspect of our business at Amex 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.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex 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!