Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Engaged Employer

American Express Global Business Travel

Compare

4.3

based on 215 Reviews

37 American Express Global Business Travel Jobs

Senior Manager - TSO Service Performance

American Express Global Business Travel

4.3

based on 215 Reviews

10-15 years

Gurgaon / Gurugram

1 vacancy

Senior Manager - TSO Service Performance

American Express Global Business Travel

posted 12hr ago

Job Role Insights

Flexible timing

Key skills for the job

Supervision Salesforce Outsourcing Consulting Recruitment Six Sigma

+ 4 more

Job Description

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.

We are seeking a dynamic, highly skilled, and expert Process/Business Transformation Specialist to drive Service Transformation/Digital Transformation initiatives and lead our organizations initiatives in improving efficiency, reducing waste, driving continuous improvement and enhance overall Service performance across the organization.

The ideal candidate will possess strong analytical skills, strategic thinking abilities and a consistent record of driving organizational change, optimizing business processes, and a track record of successfully completing ground-breaking changes within complex environments.

What You ll do on a Typical Day :-

Discovery on new Ideas/Requests to define the business impact and help prioritize the most profitable initiatives.
Lead end-to-end process improvement projects, applying Six Sigma and Lean principles for optimization and efficiency gains.
Design, map, analyze and redesign operational processes and identify problems, and develop innovative solutions to streamline workflows.
Analyze existing operations and develop and implement a strategic plan to improve the servicing performance through process optimization, automation and implementation of various tools, processes, and applications for process optimization.
Collaborate with cross-functional teams to understand business objectives, requirements, and challenges.
Conduct root cause analyses to identify underlying issues, analyze data to identify trends & areas for improvements, and develop data-driven solutions to address them.
Develop and implement standardized processes, procedures, and standard methodologies to drive consistency and efficiency.
Develop and implement metrics and KPIs to supervise process performance and measure the impact of improvement initiatives.
Communicate progress, successes, and challenges to senior leadership, providing regular updates on the status of transformation initiatives.
Provide guidance and coaching to project teams and stakeholders to ensure successful implementation and sustainability of improvements.
Ability to multi-task on a variety of different projects, in a high pace environment.
Stay abreast of industry trends and best practices in process improvement and business transformation, incorporating new methodologies and tools as appropriate.

What We re looking for :-

Bachelor s/master s degree in business administration, Engineering, Operations Management, or related field.
10-15 years work experience in similar profile, preferable in consulting.
Certification in Six Sigma (Black/Master Black Belt) and Lean methodologies.
Technical/Professional Skills:
- Voice/Email/Chat contact center optimization experience is mandatory.
- Exposure to Salesforce/RPA/ML/AI/Generative AI tools preferred
- Knowledge of process mapping/modeling (e.g., Visio) is a plus.
- Experience with process automation and technology solutions is a plus.
- GDS Knowledge
Consistent track record in successfully handling Operational Excellence/ process improvement/Lean initiatives and driving business transformation initiatives.
Should have the ability to analyze complex data sets & find opportunities for improvement and drive data-driven decision making.
Continuous improvement approach with a passion for driving positive change and achieving measurable results.
Excellent project management skills to lead multiple projects simultaneously and meet deadlines.
Ability to thrive in a fast-paced and dynamic environment.
Strong communication and interpersonal skills, with the ability to effectively influence and collaborate with stakeholders at all levels of the organization.

Location

Gurgaon, India

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 more.
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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.
Wellbeing resources to support mental and emotional health for you and your immediate family.
And much more!

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!

Employment Type: Full Time, Permanent

Read full job description

Prepare for Senior Manager roles with real interview advice

What people at American Express Global Business Travel are saying

5.0

Rating based on 1 Senior Manager review

Anonymous · Customer Success, Service & Operations in Gurgaon / Gurugram

Likes

Work Life balance is best at AmexGBT. I have worked with companies like Convergys, Aon, EXL, FIS and CDK Global but no other org beats GBT when it comes to work life balance.