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This is a Travel and Expense (T&E) Global Travel Helpdesk Team Lead role, reporting to the T&E Corporate Card Manager and will be located in Bangalore. In this role you will be responsible to provide compliance, transparency, efficiency, and expertise, in accordance with ABB policies, to Business Areas and employees, in the field of Travel and Expense, via fit for purpose processes and systems.Your responsibilities
- Lead a functional working team within global T&E Management team focused on timely and quality resolution of employee travel related queries through ticketing system servicing 95+ countries and 50,000+ employees.
- Manages team with focus on effective operational execution, responsible for the short to long term operational and tactical team activities. Define tasks to ensure delivery of services to assigned employees and business partners in accordance with service level agreements.
- Identify, recommend, and assist in implementation of best practices to gain efficiency and drive productivity gains in the areas of responsibility. Performs analysis and quality checks in the respective area and highlights discrepancies for corrective and preventive action.
- Investigates and escalates complex topics requiring support beyond the capabilities of level one support team based on service line responsibilities and guidelines. Actively achieves performance goals, increases productivity, and leads and/or participates in team projects when requested.
- Ensures to have a good collaboration within the service line and with all stakeholders including ABB functions, suppliers, and vendors. Creates and promotes a positive working relationship within the team and with external customers by measuring customer/employee satisfaction and developing on them.
- Assures people development by providing regular coaching and training to team members and acts as Subject Matter Expert for the T&E Travel Helpdesk. Fully manages human resource planning, selection, development, and periodic performance review of team members.
- Creates learning atmosphere among team members and encourages team to stay abreast on industry best practices and updates.
Your background
- Undergraduate degree or equivalent industry experience.
- Experience in directly managing customer service team within travel industry for at least 5 years.
- Advanced written and verbal English language communication skills.
- Ability to prioritize tasks and perform high level of problem solving, occasionally in urgent situations.
- High level of attention to detail is a must.
- Experience working in a global business environment.
More about us
Global Business Services-Global Travel Services (GBS-GTS) is a centralized GBS team that is responsible for Travel & Expenses (T&E) at ABB. GBS-GTS fosters innovation, speed, and efficient travel management services with centralized administration and data transparency. We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. It has come to our attention that the name of ABB is being used for asking candidates to make payments for job opportunities (interviews, offers). Please be advised that ABB makes no such requests. All our open positions are made available on our career portal for all fitting the criteria to apply. ABB does not charge any fee whatsoever for recruitment process. Please do not make payments to any individuals / entities in connection to recruitment with ABB, even if is claimed that the money is refundable. ABB is not liable for such transactions. For current open positions you can visit our career website https://global.abb/group/en/careers and apply. Please refer to detailed recruitment fraud caution notice using the link https://global.abb/group/en/careers/how-to-apply/fraud-warning
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