Process Lead - GCC Travel Helpdesk

Process Lead - GCC Travel Helpdesk

Company Overview

Clean Harbors is North America’s leading provider of environmental and industrial services. The Company serves a diverse customer base, including a majority of Fortune 500 companies. Its customer base spans a number of industries, including chemical, and manufacturing, as well as numerous government agencies. These customers rely on Clean Harbors to deliver a broad range of services such as end-to-end hazardous waste management, emergency spill response, industrial cleaning and maintenance, and recycling services. Through its Safety-Kleen subsidiary, Clean Harbors also is North America’s largest re-refiner and recycler of used oil and a leading provider of parts washers and environmental services to commercial, industrial and automotive customers. Founded in 1980 and based in Massachusetts, Clean Harbors operates throughout the United States, Canada, Mexico and Puerto Rico.

 

Job Overview:

The GCC Corporate Travel Coordinator is responsible for managing business travel for employees across the United States and Canada, while being based in the GCC. This in‑house non‑agency role provides centralized coordination of travel logistics to support a primarily North American workforce, ensuring trips are well‑organized, policy‑compliant, and aligned with business needs. The role requires strong organizational skills, comfort working across time zones, and a solid understanding of North American travel practices, with occasional support for international travel as required. 

 

The GCC Travel Desk Team performs activities such as:

• Consultant-assisted air travel bookings, changes, cancellations, and reissues

• Complex itinerary support (multi-city, open-jaw, international routing, schedule changes, urgent travel requests and large crew mobilizations)

• Hotel booking assistance via the TMC-linked Corpay Lodging platform

• Ground transportation booking within TMC-enabled options

• Traveler booking assistance and booking-tool navigation support

• After-hours and overnight U.S. booking support

• Booking activity and SLA/KPI performance reporting

• Manage complex itineraries

 

Key Responsibilities :

• You will manage a team of Travel Desk professionals to ensure successful execution of Travel & lodging requirements of US employees, Managers, and Executives
• Provide leadership and guidance to the team including hiring, training, mentoring, and performance management
• Experience supporting U.S. and Canadian domestic travel is a strong advantage. 
• Understanding of North American airline, airport, and travel documentation requirements 
• Ability to manage time‑sensitive requests under pressure.
• Professional discretion when supporting senior leaders and confidential travel 
• Familiarity with corporate approval workflows and internal coordination structures 
• Ensure all services are delivered in accordance with approved procedures, system-configured controls, and upstream approvals.
• To review capacity and create Process KPIs / KRAs for the team and report them out to senior leadership on regular intervals
• Implement sustainable best practices for management, standardization, and capture of data.
• Ensure policies and procedures are documented, followed, and updated as needed
• Drive and mentor change management within the group
• Establish and drive data tracking and management mechanism within the team
• Audit the quality of Associates/Sr Associates providing periodic constructive feedback
• Conduct regular one on one with the direct reports and prepare EWS ( Early Warning System)

• Conduct annual and semi-annual performance reviews for Direct Reports

   

 

 

Functional & Technical Requirements:

• 8-10 years of Operations experience preferably in Travel Industry (Airline booking) / Customer helpdesk
• Bachelor’s degree or diploma in Business Administration, Hospitality, Travel Management, or related field (preferred)
• Excellent Reporting skills – MS Office (Knowledge on Power BI / Automation Tools will be an advantage)
• Experience leading and coaching teams; developing career paths and opportunities
• Excellent written and verbal communication skills in English having experience working with US stakeholders (French / Spanish is a plus)
• Demonstrated ability to work on multiple projects simultaneously
• Proficiency in metrics-based decision making with an emphasis on reading and interpreting data 
• Experience in remote transition
• Excellent in change management and maintaining Quality standards and Continuous Improvement tools
• Excellent leadership skills and track record of delivery through teams and integrating business and technology stakeholders

Shift Timings: Rotational Shifts (Can change based on business need, should be willing to work from office with global working windows)

Experience Level

Senior Level